Guided setup.
Our team connects it with you, usually within 1-2 business days. Connect opens a short form: what you want it to do, the
best time to reach you, and who your ServiceNow admin is. We schedule the setup with you, test it
on your account, and then turn it on for callers.
Setup steps
- Choose Connect. A short guided-setup form opens, and our team takes it from there.
- We send your ServiceNow admin our event format and a sample that creates an incident.
- Your admin adds the endpoint; we add its address on the Webhooks page in the app and pick the events.
- We leave a test voicemail, check the incident, and confirm on your ticket.
What the AI can do
- Nothing changes on the call: ServiceNow gets the details after the call or voicemail.
- Each event carries the caller's number, the time and, for voicemail, the transcript, signed so your instance can check it came from us.
What it can't do, and limits
- Guided setup: our team connects it with you and tests it on your account before callers rely on it.
- Your ServiceNow admin adds an endpoint or flow that receives our signed webhooks and creates the incident. We provide the event format and a worked example.
- Incidents are created after the call. Callers can't hear an incident's status on the phone with this setup.
Troubleshooting
How does ServiceNow know the event is really from TimberSwitch?
Every event is signed with a secret only your endpoint and TimberSwitch know. The sample shows how to check it.
Does it work on the Phone package?
Yes. It only needs our call events, which every package has.
Disconnecting, and the data we keep
An owner or admin can disconnect at any time from Phone, then Connectors, in the app. Disconnecting stops TimberSwitch using ServiceNow straight away.
- Your endpoint's address and its signing secret, stored like any webhook.
- A delivery log for each event: time, event type and response code.
- Removing the webhook stops deliveries straight away.
Still stuck?
Get help: it opens an Integration support ticket. Include the time of the call and what you expected to happen.
ServiceNow, Inc. is a trademark of its owner; TimberSwitch is not affiliated.