Telephony provider configuration

Strivacity allows brands to connect with telephony providers to send SMS messages and make voice calls. You can integrate with popular providers like Twilio, Telesign, Infobip, and Sinch, set up provider credentials, test connections, and configure failover methods. These tools help ensure reliable communication in your customer workflows.

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The telephony provider configuration is managed under Instance configuration in the admin console.

Capabilities

The telephony provider configuration feature allows you to integrate third-party telephony services for communication tasks like multi-factor authentication (MFA), account recovery, and notifications. You can:

• Choose from multiple providers: Twilio, Telesign, Infobip, Sinch, or configure a custom provider.
• Configure SMS and voice providers independently: Assign one provider for SMS and another for voice calls based on your needs.
• Set up failover mechanisms: Define backup providers to ensure uninterrupted service if the primary provider fails.

Configuration

Setting up a telephony provider

To set up a telephony provider, follow these steps:

1. Navigate to Instance configuration → Telephony configuration in the admin console.
2. Select Add provider and choose a telephony provider from the list.
3. Fill out the required fields for the selected provider:
   1. Twilio: Provide the Account SID, phone number, Service SID, API key SID, and Auth Token to set up SMS and voice capabilities.
   2. Telesign: Enter the Customer ID and API Key for SMS and voice integration.
   3. Infobip: Input the API Base URL, API Key, and optionally a sender to set up SMS functionality.
   4. Sinch: Specify the SMS URL, Service Plan ID, API Token, and sender number to configure SMS functionality.
   5. Custom provider configuration: Specify the hook parameters to add a new provider that Strivacity does not support natively.
4. Select Save to finalize the configuration.

Provider-specific requirements

Each telephony provider has unique configuration requirements:

• Twilio (voice & SMS):
  • Account SID: required (1-200 characters).
  • Phone number: required, must start with '+' (1-30 characters).
  • Service SID: required (1-200 characters).
  • API key SID: required (1-200 characters).
  • Auth token: required (1-200 characters), secret.
• Telesign (voice & SMS):
  • Customer ID: required (1-200 characters).
  • API key: required (1-200 characters), secret.
• Infobip (SMS only):
  • API base URL: required, without "http://", FQDN only (1-200 characters).
  • API key: required (1-200 characters), secret.
  • Sender: optional (1-200 characters).
• Sinch (SMS only):
  • SMS URL: required, starts with "https://" (1-200 characters).
  • Service plan ID: required (1-200 characters).
  • SMS URI: constructed as + + /batches.
  • API token: required (1-200 characters), secret.
  • Sender number: required (1-200 characters).

Configuring a custom telephony provider

In addition to direct integrations with supported telephony providers, you can configure a custom telephony provider using a hook. This allows you to integrate with providers that Strivacity does not natively support.

With a custom telephony provider, you can:

• Create a hook to handle SMS and voice message delivery.
• Access the SMS/voice message body from within the hook.
• Import dependencies as needed (for example, Axios) to make API calls to your provider.
• Assign the custom provider for SMS, voice, or both.

Once configured, the custom provider follows the same retry policy as other telephony providers.

Testing your configuration

After configuring a telephony provider, you can test the connection to ensure it works as expected:

1. Locate the Test connection option next to the provider in the configuration table.
2. Enter a valid phone number to verify SMS or voice functionality.
3. View the connection status in a pop-up modal.
4. If the connection fails, check the input credentials and provider-specific requirements for errors.

Active and failover configurations

You can manage multiple telephony providers to ensure redundancy and reliability:

• Active configuration: Designate one provider as the primary active service.
• Failover configuration: Add backup providers that will automatically handle traffic if the primary provider fails.
• Status indicators: Active and failover configurations are clearly marked in the UI.
  For example, you can configure Twilio as the active SMS provider and Telesign as the active voice provider, with Infobip and Sinch serving as backups.

Default Strivacity provider

For brands using Strivacity's branded Telesign integration:

• The provider is labeled Strivacity telephony provider, and this is enabled by default.