Outbound SMS / WhatsApp Message from SAP Service Cloud

[KapilKumar88]

Hi All,

We are working on a business requirement which requires outbound SMS or WhatsApp to be sent to the customer based on his service ticket status change in SAP Service cloud.

We are evaluating integration with Bird and Twilio, from the online documentation and blogs I could find that there is No out of box integration of Bird with SAP service cloud.

If anyone has done integration of SAP service cloud with Twilio could they please share their experience and  some information on - if out of box integration is possible or we have to go via customization only ?

And if customization - what steps did you take to integrate with Twilio or Bird.

Thanks & Regards,

Kapil Kumar

SAP Customer Experience Foundation  SAP Service Cloud SAP Sales Cloud  

[Roman_Errapart]

Hi Kapil,

In our company we are using C4C and also have some experience with Twilio and also with Sinch.

I guess C4C's OData API would do just fine in this case + some simple middleware on Linux would be sufficient.

Roman

[KapilKumar88]

Hi Roman,

Thanks for your response on this post.

Can I please ask for some more details on how did you call the Twilio APIs to send the message from SAP Service cloud, what trigger point did you use from the service ticket  ?

We are using SAP CPI as middleware in our project.

Thanks & Regards,

Kapil Kumar