Twilio to build a voicemail flow where a caller leaves a voice message to JSM oncall

Question

I’m working with Twilio to build a voicemail flow where a caller leaves a voice message to JSM oncall and I want that voicemail to be sent as an email (ideally with the audio file attached or included as a link).

From what I’ve explored so far, Twilio can record the voicemail and provide a Recording URL via webhook, but it doesn’t seem to support sending emails ?

Kindly provide me if any document or steps to configure for incoming call in JSM

Thanks,

Gowtham

Michael Henderson · Answer

I would also like to know more about whether the incoming Call VM can be attached via email or into the Jira alert instead of just a VM link produced in the Alert, And why not a transcript of the VM? Else we have to jump through a lot of hoops to get user accounts setup in Twilio for our service desk and then more hoops to create SSO just to listen to a VM.

Trudy P Claspill · Answer

Hello @ads_gwgopal

Welcome to the Atlassian community.

Are you using a Premium or Enterprise subscription for JSM?

If so, have you found and reviewed this documentation?

https://support.atlassian.com/jira-service-management-cloud/docs/add-a-new-call-routing/