Our organization is using the Notify Twilio integration in ServiceNow to send out SMS (Email-to-Text) messages to users' mobile numbers. However, we’ve encountered an issue where users with Indian mobile numbers are not receiving the SMS messages.
To reproduce and troubleshoot the issue, I followed these steps:
1. Created a channel using my Indian mobile number and selected the service provider as Airtel India
2. Created personal Notification
3. Triggered the SMS by creating an Incident with Priority 4 and assigning it to a test group (Incident Test Group).
4. Verified that the notification was processed — the message appears in the Email Logs with status "Processed" and recipient address formatted as `+91<myAirtelNumber>@airtelmail.com`, along with the correct email body.
Despite this, the SMS was not received on the mobile device.
We have also configured Indian service providers in the `cmn_notif_service_provider` table, including:
- Airtel India with email suffix: 'airtelmail.com' And Vodafone with 'nma.vodafone.in'
Has anyone experienced a similar issue with Twilio/Notify and Indian mobile numbers? Could this be related to carrier-level filtering or the deprecation of email-to-text gateways in India?
Any advice or alternate solutions would be appreciated.
