01ONE CONVERSATION
Text and calls beside email and chat.
A customer's text message appears with their email history and open cases, so whoever answers sees the whole relationship.
INTEGRATION · TWILIO
Bring SMS and calling into the same conversations as everything else.
Customers text when they are running late, and technicians call when a part is missing. With Twilio connected, those messages and calls sit beside email and chat in Voyager, linked to the person, customer or case, and outbound messages follow the same authority policy as any other communication.
The connection at a glance
What Twilio adds to Voyager.
- Context Voyager receives
- Inbound text messages and call activity on connected numbers, linked to the person, customer, case or appointment they concern.
- Actions, where authorized
- Where the connection and your authority policy allow, Voyager can send text messages and support calls through connected numbers, including prepared messages that wait for approval.
- Permissions and scope
- Access follows the Twilio account credentials and numbers connected. Outbound communication follows your authority policy, and the messaging consent rules that apply to your organization still apply.
- Workflows it supports
- Appointment confirmations and reminders, technician arrival updates, delivery notices, and support conversations that continue by text.
- Voyager's own equivalent
- Voyager's unified inbox and Discuss, where text conversations sit alongside email and chat. Twilio provides the messaging and calling transport.
- Keep it, replace it, or both
- Twilio stays the carrier layer. Voyager is where the conversation, its context and its follow-up live.
02OPERATIONS
Messages that follow the work.
When an appointment moves or a technician is delayed, Voyager can prepare the customer update, and send it when your policy allows.
03GOVERNED
Outbound messages follow your authority policy.
Routine confirmations can be allowed to send automatically, while sensitive or unusual messages wait for a person.
CONNECTION QUESTIONS
What to know before you connect.
- Does Voyager replace Twilio?
- No. Twilio provides the messaging and calling transport. Voyager holds the conversation, context and follow-up.
- Can Voyager send text messages automatically?
- Only where your authority policy allows it. Other messages are prepared for a person to approve.
- Where do text conversations appear?
- In Voyager's unified inbox, linked to the related person, customer, case or appointment.
Get started
Start with one responsibility that matters.
Start with one responsibility that depends on this system. Keep it connected, run the capability natively in Voyager, or both. What Voyager can see and change always follows the permissions you grant.