Configure Notify with the Twilio service

You can configure Notify to use the Twilio telephony service.

Before you begin

You must have an SID and authentication token for an active Twilio account (https://www.twilio.com/).
Important: Ensure that each instance on which you configure Notify uses a different Twilio account. Each account specifies a unique SID, authentication token, telephone numbers, and endpoint. Using the same account across multiple instances may cause your Twilio service configuration to be overwritten.
Note: Account and subaccount are Twilio categorizations and both act the same for a ServiceNow instance.

Role required: notify_admin

Procedure

  1. Navigate to Notify > Twilio Configuration.
  2. On the Twilio Account Properties page, enter your Account SID.
    Note: This value is only visible to users with the admin role.
  3. Enter your Auth Token.
    Note: This value is only visible to users with the admin role.
  4. Click Connect.
    If the account is not associated with an instance and the connection is successful, a read-only list of E.164 and short code phone numbers associated with this Twilio account appears. This list displays the phone number, supported capabilities such as voice or SMS, the country for each Twilio number, and the Notify number group to which the number belongs.
    If the account is already associated with an instance, the system displays an error message. To connect to this account, you must do one of the following:
    Note: If you buy or release numbers on the Twilio account, open the configuration page again to refresh the list of numbers. Numbers removed from the Twilio service remain as Notify Number records, but with the Active field set to false. Use only active phone numbers for inbound or outbound communication.

What to do next

Phone numbers and short codes are provided by Twilio once the account is successfully connect and are stored on the Notify Phone Numbers [notify_number] table. Assign each number to a number group. Number groups allow you to control which workflows run when using the phone numbers in each number group.