eyeShare’s integration with Twilio further enhances the platform’s capabilities by allowing bi-directional communication through emails and phone calls with the operators or relevant stakeholders – during the workflow execution – in order to receive human decision-making.
Twilio is a cloud communications platform that allows users to programmatically make and receive phone calls as well as send and receive text messages using its web service APIs.
The integration between eyeShare and Twilio involves two main activities:
- Communication – In order to send an SMS message
- Twilio Call – In order to send a voice message by calling the operator
Many workflows, both in IT as well as the online security realm, require human intervention in order to reach a decision on the required action. For example, in the event of a ‘service not responding notification’, should the action be to restart just that service or the entire server? Another example might involve handling password reset requests and the security procedures surrounding such requests.
Typically, communication with the relevant stakeholders is carried out during the workflow execution after gathering more information and presenting it for human decision-making. The problem with this process is that it’s manual and prone to significant delays.
With eyeShare GSM, a voice message or SMS can be sent to the person on duty and if this person doesn’t reply in a specified amount of time, the call or SMS can then be automatically escalated to the shift manager and so on, until someone responds and decides how to proceed. This dramatically reduces wait-times, removes bottlenecks, and shortens delays to facilitate smoother workflow processing.
*The integration is part of the complete eyeShare download package.
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