How it fits your workflow.
Twilio provides programmable communication channels, including messaging and voice. A servicing workflow should connect each communication to the correct customer, purpose, and outcome. Delivery events can help operations understand what happened, while consent, identity checks, and escalation remain explicit parts of the communication process.
WORKFLOW FOCUS
Message delivery, call outcomes, and customer context.
From your stack to your workflow.
01 / Map the outcome
Choose the process you want to improve and the records, events, or actions it depends on.
02 / Define the connection
Review supported capabilities, access permissions, field mapping, and policy requirements with your Paypath team.
03 / Validate before expanding
Agree on a focused workflow, test it with your team, and confirm the results before extending the scope.
A few things to know.
Does a delivered message confirm the borrower read it?
Delivery and customer engagement are different signals. Preserve channel-specific status meanings rather than interpreting a delivery event as proof of understanding or agreement.
Can we keep our existing systems?
The starting point is your current stack. We work with your team to understand where each record lives and how the proposed connection should fit your operating model.