Vivantio

Vivantio is an excellent customer service management software and offers integrated features to add SMS dispatch in just a few steps. This document describes how this is implemented.

Setup

First, navigate to Admin → Integration & API → Webhooks.

Select Ticket Type

Select a ticket type from the dropdown menu. In this document, we use Incident.

Set Basic Details

Enter a Name to describe the action. This is also the text of the button that will later appear in the action dropdown.

Set the Request URL to https://gateway.seven.io/api/sms.

Set the HTTP Method to POST.

Set the Authentication Type to No Authentication.

Set the Response Content Type to application/json.

Enter an Action Description to describe what happens when this action is used.

Parameters

In the Parameters tab, we need to add some request parameters to define the message recipient and the message text.

Click Add to add a new parameter. We need to define two of them:

Recipient

Defines the SMS recipient.

Set the Name to Recipient.

Ensure Read Only is not enabled.

Set the Data Type to Alphanumeric.

Set the Display Type to Free Text.

Set the Default Source to ticket.callerphone. This sets the phone number of the ticket contact as the default recipient.

Text

Set the Name to Text.

Ensure Read Only is unchecked.

Set the Data Type to Alpha Numeric.

Set the Display Type to Free Text (Multiline).

Leave the Default Source empty.

Request Text

In the Request Text tab, we need to define how the payload of our API request looks.

Vivantio Integration

Vivantio is a service that helps companies manage customer service requests. With the integration, you can execute automated notifications and actions directly from your Vivantio system.

Set Request Content Type

Set the Request Content Type to application/json.

Set Body Template

The Body Template should look like this:

{
    "from": "optionalSenderIdentifierMaximum11alphanumericOr16NumericCharacters",
    "p": "YOUR_API_KEY",
    "text": "{{text}}",
    "to": "{{to}}"
}

Save Webhook

Click Save to create your first webhook.

Select Roles

Find the Roles button in the toolbar and click on it.

Use drag & drop to ensure that Current Roles is not empty. Only users assigned to this role can use our webhook.

Test Webhook

Open a ticket of type Incident and press the Actions button. Click on the button with the name you gave to the webhook you just created.

The following popup will appear, where you can enter your SMS text in the Text field.

If the user has a phone number assigned, it will be set as the default value in the Recipient field. You can add more recipients separated by commas.

Finally, press OK and your SMS will be sent!