Our Twilio integration enables outbound SMS messages from anywhere within Cherwell, pulling the mobile number from the associated Customer and saving a record of the text message to a Journal. There are three versions of this mApp:

  1. Core: Provides all the components necessary to send SMS messages from anywhere in the system. Running the One-Step will prompt for a recipient phone number and a message to send, but both of these can be specified via Stored Values as well. The One-Step clears these Stored Values out once the message has sent.
  2. Core+Incident: Provides everything in Core, plus a One-Step to pull the recipient phone number from an Incident's requestor. This will still prompt for the message to send, then save the SMS as a "Journal - SMS Message".
  3. Custom (recommended): Use our Twilio mApp Installer utility to install Core, as well as the additional functionality required to pull the recipient phone number from any business object that has a 1-1 relationship to Customer (an additional relationship to Journal is preferred, but not required). The installer will generate the One-Step based on your existing content and generate a blueprint that can be further edited or applied as-is.


Email is our preferred method of communication.

Phone support is available M-F 9AM to 5PM US Mountain Time (please leave a message if it rings through to voicemail). Email support is available from 6AM to 10PM every day except major US holidays. See https://synapsesoftware.com/support for details.

Phone Number: (719) 445-6671

Email: support@synapsesoftware.com

System Requirements

Platform Version Requirements: 10.0.2



SM Enhancement




Synapse Software