Replies on notifications sent as SMS
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04-29-2025 06:27 AM
As documented in this KB ServiceNow supports notifications to be sent as SMSs How to setup a SMS Email Notification in ServiceNow - Support and Troubleshooting
I wanted to confirm if ServiceNow will support similar functionality where in replies sent are tracked in ServiceNow. Replies to SMTP notifications are tracked in ServiceNow, I wanted to know if replies sent to SMS notifications are tracked in ServiceNow. To be clear I am aware that Notify plugins like Twilio may support but I am mainly asking this for the default out of box notifications functionality.
I am looking to use this functionality for a use case involving a sequence of notices that get triggered on the reply received on the prior notification. TIA.
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04-29-2025 08:22 AM
Hi @sukumarse
Great question!
By default, ServiceNow's out-of-the-box SMS notifications (via email-to-SMS gateways) do not track replies to SMS messages. While ServiceNow supports sending SMS notifications, the email-to-SMS process used in standard notifications does not allow for tracking or processing inbound SMS replies.
However, you do have a couple of options for tracking replies to SMS notifications in ServiceNow:
1. ServiceNow Notify Plugin (Recommended)
The Notify plugin, which integrates with SMS services like Twilio, provides bidirectional communication, meaning that replies to SMS messages can be tracked and processed within ServiceNow.
With this integration, incoming SMS replies are captured and associated with the original record in ServiceNow. This makes it ideal for workflows that depend on user responses to SMS notifications.
If you're planning on using SMS replies in your use case, I would recommend this solution as it's fully supported and much easier to implement.
2. Custom Integration
If you prefer not to use third-party plugins like Notify, you can implement a custom solution. This would typically involve integrating an SMS gateway that supports inbound messages, which can be processed by ServiceNow.
However, keep in mind that this approach will require more development and ongoing maintenance, as you'll need to manage both the integration and the handling of inbound SMS responses.
