> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Pilvio

> Connect DialNexa calls to Pilvio for ticket, conversation, customer issue, SLA risk, product feedback item, or support escalation workflows.

Pilvio is a cloud service provider offering virtual machines, object storage, and full API support for resource management and automation.

<Note>
  Use Pilvio with DialNexa when a caller needs help, escalation, callback, product triage, or a status update that support teams must own.
</Note>

## Where Pilvio fits in a DialNexa workflow

Pilvio should receive DialNexa output when the conversation affects a ticket, conversation, customer issue, SLA risk, product feedback item, or support escalation. The handoff should explain what the caller asked for, what DialNexa learned, which record or object is affected, and who owns the next step.

<CardGroup cols={2}>
  <Card title="Escalate VIP or angry callers" icon="check-circle">
    Flag sentiment, account value, SLA risk, repeat contact, and cancellation language.
  </Card>

  <Card title="Capture product feedback" icon="check-circle">
    Separate bugs, feature requests, usability confusion, and missing documentation.
  </Card>

  <Card title="Close the loop" icon="check-circle">
    Trigger callbacks, status updates, or support replies with the exact promise made during the call.
  </Card>

  <Card title="Avoid repeat questions" icon="check-circle">
    Send the questions DialNexa already asked so agents do not restart discovery.
  </Card>

  <Card title="Create actionable tickets" icon="check-circle">
    Include the issue, affected product, customer expectation, what DialNexa already asked, and next owner.
  </Card>
</CardGroup>

## What DialNexa should capture for Pilvio

* Customer name, account, email, phone, plan, support ID, ticket ID, and owner
* Issue summary, product area, urgency, sentiment, SLA risk, and expected resolution
* Tags such as bug, refund, cancellation risk, VIP, repeat contact, angry customer, or callback needed
* Transcript link, recording link, DialNexa call ID, CRM link, order link, and conversation link
* Duplicate ticket check, escalation owner, due date, and customer-visible next step

## High-value Pilvio workflows

<AccordionGroup>
  <Accordion title="Angry caller needs manager review">
    For this scenario, DialNexa should treat Pilvio as an escalation destination. Send the impact, urgency, affected customer or object, owner, and transcript link so the right team can act before the issue gets colder.
  </Accordion>

  <Accordion title="Customer calls about an unresolved ticket">
    For this workflow, DialNexa should send Pilvio a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="VIP caller needs urgent escalation">
    For this scenario, DialNexa should treat Pilvio as an escalation destination. Send the impact, urgency, affected customer or object, owner, and transcript link so the right team can act before the issue gets colder.
  </Accordion>

  <Accordion title="DialNexa detects cancellation language">
    For this workflow, DialNexa should send Pilvio a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Caller reports a product bug">
    DialNexa should write the symptom, expected behavior, actual behavior, affected area, business impact, and evidence links into Pilvio. A teammate should be able to triage the issue without replaying the call.
  </Accordion>

  <Accordion title="Support needs a callback task after no answer">
    DialNexa should capture the preferred time, timezone, owner, promise made, and contact channel before updating Pilvio. The receiving team should see exactly why the follow-up exists and what the caller expects next.
  </Accordion>

  <Accordion title="Use update user profile">
    Use update user profile when the caller changes a field, status, owner, date, priority, note, consent choice, or next step on an existing Pilvio record. Include the old value, new value, and reason from the call.
  </Accordion>

  <Accordion title="Use get user info">
    Use get user info before answering, routing, or creating follow-up. DialNexa should verify the lookup result against the caller and send low-confidence matches to a human queue.
  </Accordion>
</AccordionGroup>

## Workflows that pair Pilvio with other integrations

* [Pilvio](/integrations/pilvio) + [Google Docs](/integrations/googledocs): Google Docs for incident and QA notes.
* [Pilvio](/integrations/pilvio) + [Stripe](/integrations/stripe): Stripe for billing or refund context.
* [Pilvio](/integrations/pilvio) + [Shopify](/integrations/shopify): Shopify for ecommerce order context.
* [Pilvio](/integrations/pilvio) + [Intercom](/integrations/intercom): Intercom for conversation history.
* [Pilvio](/integrations/pilvio) + [Google Sheets](/integrations/googlesheets): Google Sheets for reviewing unresolved callbacks.
* [Pilvio](/integrations/pilvio) + [Gmail](/integrations/gmail): Gmail for customer-facing follow-up.
* [Pilvio](/integrations/pilvio) + [HubSpot](/integrations/hubspot): HubSpot for account value and renewal context.

## Implementation notes

* Use the DialNexa call ID as the idempotency key before running Pilvio actions.
* Write a short operational summary into Pilvio and link to the full transcript or recording for audit.
* Map required fields before launch: destination object, owner, status, urgency, next step, and record URL.
* Create review paths for low-confidence matches, sensitive requests, high-value customers, and actions that change money, access, legal terms, or customer commitments.

## FAQs

<AccordionGroup>
  <Accordion title="When should a call become a product bug?">
    When the caller provides reproducible behavior, expected result, actual result, affected product area, and business impact.
  </Accordion>

  <Accordion title="How should angry customers be routed?">
    Tag sentiment, repeat contact, account value, cancellation language, and SLA risk, then notify the escalation owner.
  </Accordion>

  <Accordion title="How do callbacks get tracked?">
    Create a callback task with phone number, preferred time, timezone, owner, attempt count, and the reason for the callback.
  </Accordion>

  <Accordion title="How are duplicate tickets avoided?">
    Search open tickets and recent conversations by customer, phone, email, and issue category before creating anything new.
  </Accordion>

  <Accordion title="What should stay internal?">
    Private account details, agent-only notes, escalation reasoning, and full transcripts should stay internal unless approved for customer messaging.
  </Accordion>

  <Accordion title="How should product feedback be captured?">
    Separate feature request, bug, confusion, missing documentation, and churn risk so product teams can use the signal.
  </Accordion>

  <Accordion title="Should every support call create a ticket?">
    No. Create or update a ticket when the caller needs follow-up, SLA tracking, evidence, escalation, or customer-visible ownership.
  </Accordion>

  <Accordion title="What makes a support handoff useful?">
    Issue, affected product, customer expectation, what DialNexa already checked, urgency, owner, next step, and transcript link.
  </Accordion>
</AccordionGroup>