Integrations

Twilio

Overview

This document provides a detailed guide to integrating Twilio with Callgoose SQIBS for real-time Incident Management, Incident Auto Remediation, Event-Driven Automation, and other automation purposes. The integration enables automatic creation, updating, and resolution of incidents in Callgoose SQIBS based on alerts or messages received from Twilio. The guide includes steps for setting up webhook notifications in Twilio, creating API filters in Callgoose SQIBS, and troubleshooting.

Prerequisites

Twilio Account: Access to Twilio for managing webhooks and sending notifications.
Callgoose SQIBS Account: With valid privileges to set up API filters and receive notifications.
Webhook/API Endpoint: Available in Callgoose SQIBS to receive alerts from Twilio.

1. Obtain API Token and Endpoint Details

To integrate with Callgoose SQIBS, you first need to obtain an API token and find the API endpoint details.

Generate an API Token:

Follow the guide on How to Create API Token in Callgoose SQIBS.

Find the API Endpoint:

Refer to the Callgoose SQIBS API Endpoint Documentation to get the endpoint details.

2. Debugging and Troubleshooting

You can enable debugging in the API tokens used with Twilio notifications for troubleshooting purposes.

Enable Debugging:
You can update the debug value when adding or updating an API token.
When API tracking is enabled, logs are stored in the API log section for your review. The debugging option will automatically disable after 48 hours.
When API tracking is turned off, no logs are saved in the API log.
Using API Log for Troubleshooting:
The API log provides detailed information on all API calls made to Callgoose SQIBS.
You can check the JSON values in each API log entry for troubleshooting purposes.
Use the information in the API log to create or refine API filters to ensure incidents are created correctly based on the API payloads received.
Callgoose SQIBS creates incidents according to your API filter configuration, giving you full control over how alerts from different services trigger incidents and alerts for your support team or automation processes.

3. Configuring Twilio to Send JSON Payloads

To configure Twilio to generate the JSON payloads similar to the examples provided, follow the steps outlined below. These steps will guide you through setting up the necessary webhooks within Twilio to ensure that the JSON payloads match those expected by Callgoose SQIBS.

3.1 Setting Up Webhooks in Twilio

Log in to the Twilio Console:

Access the Twilio platform using your account credentials.

Navigate to the Messaging Section:

In the Twilio console, go to the Messaging section and select the relevant messaging service.

Create a New Webhook:

Under the webhook section, set up a new webhook to capture message events such as delivery receipts, incoming messages, or status updates.

Configure the Webhook URL:

Enter the webhook URL provided by Callgoose SQIBS to ensure the payloads are sent to the correct endpoint.

3.2 Configuring the Webhook Notification

To ensure that the JSON payload sent matches the examples provided, follow these steps when configuring the webhook:

Add Webhook URL:

In the Webhook URL field, enter the endpoint provided by Callgoose SQIBS.
Ensure the protocol is HTTPS for secure data transmission.

Customize Payload Format:

Ensure that the payload includes key fields like "status", "message_sid", "body", "from", "to", and others as shown in the example payloads.
Example Payload Setup:

json

{
  "MessageSid": "SMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
  "AccountSid": "ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
  "From": "+12345678901",
  "To": "+19876543210",
  "Body": "Test message",
  "Status": "delivered",
  "Timestamp": "2024-08-05T12:00:00.000Z"
}

Test the Webhook Configuration:

Before activating the webhook, perform a test to ensure that the JSON payload is correctly formatted and is being sent to the Callgoose SQIBS API endpoint as expected.
Review the payload in Callgoose SQIBS to confirm that it matches the expected structure.

4. Configuring Callgoose SQIBS

4.1 Create API Filters in Callgoose SQIBS

To correctly map incidents from the Twilio alerts, you need to create API filters based on the JSON payloads received.

4.1.1 Example JSON Payloads from Twilio

Message Sent (Status: "delivered")

json

{
  "MessageSid": "SMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
  "AccountSid": "ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
  "From": "+12345678901",
  "To": "+19876543210",
  "Body": "Test message",
  "Status": "delivered",
  "Timestamp": "2024-08-05T12:00:00.000Z"
}

Message Failed (Status: "failed")

json

{
  "MessageSid": "SMXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
  "AccountSid": "ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
  "From": "+12345678901",
  "To": "+19876543210",
  "Body": "Test message",
  "Status": "failed",
  "Timestamp": "2024-08-05T12:00:00.000Z"
}

4.2 Configuring API Filters

4.2.1 Integration Templates

If you see a Twilio integration template in the "Select Integration Template" dropdown in the API filter settings, you can use it to automatically add the necessary Trigger and Resolve filters along with other values. The values added by the template can be modified to customize the integration according to your requirements.

4.2.2 Manually Add/Edit the Filter

Trigger Filter (For Creating Incidents):

Payload JSON Key: "Status"
Key Value Contains: [delivered, failed]
Map Incident With: "MessageSid"
This corresponds to the unique MessageSid from the Twilio payload.
Incident Title From: "Body"
This will use the message body as the incident title in Callgoose SQIBS.
Incident Description From: Leave this empty unless you want to use a specific key-value from the JSON payload. If a key is entered, only the value for that key will be used as the Incident Description instead of the full JSON. By default, the Incident Description will include the full JSON values.

Resolve Filter (For Resolving Incidents):

Payload JSON Key: "Status"
Key Value Contains: [delivered]
Incident Mapped With: "MessageSid"
This ensures the incident tied to the specific MessageSid is resolved when the message status changes to "delivered."

Refer to the API Filter Instructions and FAQ for more details.

4.3 Finalizing Setup

Save the API Filters:

Ensure that the filters are correctly configured and saved in Callgoose SQIBS.
Double-check that all key mappings, incident titles, and descriptions are correctly aligned with the payload structure sent by Twilio.

Test the Integration:

Manually send a message through Twilio to test if incidents are created in Callgoose SQIBS.
Verify that the incident appears in Callgoose SQIBS with the correct title, description, and mapped values.
Update the message status in Twilio and ensure that the corresponding incident in Callgoose SQIBS is marked as resolved.

5. Testing and Validation

5.1 Triggering Alerts

Simulate a Messaging Event:

Send a test message via Twilio to trigger the webhook.
Verify that an incident is created in Callgoose SQIBS with the correct information.

5.2 Resolving Alerts

Resolve the Message Status:

Once the message is successfully delivered or an error is resolved in Twilio, verify that the incident in Callgoose SQIBS is automatically marked as resolved.

6. Security Considerations

API Security: Ensure that the Callgoose SQIBS API endpoint is correctly configured and that the API token is securely stored and used.
Twilio Permissions: Confirm that the webhook in Twilio has appropriate permissions to send alerts and data to Callgoose SQIBS.
Data Encryption: Ensure that the transmission of data between Twilio and Callgoose SQIBS is encrypted, especially if sensitive information is involved.

7. Troubleshooting

No Incident Created:
If no incident is created, verify that the webhook URL in Twilio is correct and that the JSON payload structure matches the API filters configured in Callgoose SQIBS.
Check the API logs in Callgoose SQIBS to see if the webhook from Twilio is being received. If the logs do not show any entry, ensure that the Twilio webhook is correctly set up and that it points to the correct Callgoose SQIBS endpoint.
Confirm that the API token used in Callgoose SQIBS has the appropriate permissions and that it has not expired.
Incident Not Resolved:
Ensure that the resolve filter in Callgoose SQIBS is correctly configured and that the JSON payload sent by Twilio matches the expected structure.
Verify that the "MessageSid" in the resolve filter corresponds to the correct incident created earlier.
Check if the status in the JSON payload is correctly identified as a resolving event, such as "delivered" or "failed resolved".
Webhook Not Triggering:
If the webhook is not triggering, ensure that the conditions set in Twilio for sending the webhook are being met.
Double-check the webhook URL and ensure it is correctly configured in Twilio.
Test the webhook with sample data to ensure that it works as expected.
API Log Errors:
Review the API logs in Callgoose SQIBS for any error messages that might indicate why the webhook is not being processed correctly.
Ensure that the JSON structure being sent by Twilio is correctly formatted and contains all required fields.
Permissions Issues:
Confirm that the API token in Callgoose SQIBS has the necessary permissions to create and resolve incidents.
Ensure that Twilio is authorized to send webhooks to the Callgoose SQIBS API endpoint, particularly if using IP restrictions or other security measures.
Test the Integration:
Perform a test by manually sending a message through Twilio and verifying that the corresponding incident is created and resolved in Callgoose SQIBS.
Review the incident creation and resolution in Callgoose SQIBS to ensure it matches the expected workflow.

8. Conclusion

This guide provides a comprehensive overview of how to integrate Twilio with Callgoose SQIBS for effective incident management. By following the steps outlined, you can ensure that alerts and messages from Twilio are automatically reflected as incidents in Callgoose SQIBS, with proper resolution tracking when the issues are resolved.

For further customization or advanced use cases, refer to the official documentation for both Twilio and Callgoose SQIBS:

This documentation will guide you through the integration process, ensuring that your incidents are managed effectively within Callgoose SQIBS based on real-time alerts from Twilio.