Twilio Configuration in ServiceNow

Praveenapatel
Kilo Contributor

7 hours ago

Overview

 

This article provides a step-by-step guide to integrating Twilio with ServiceNow to enable SMS functionality. Twilio allows developers to add communication features such as SMS, voice, WhatsApp, and email using APIs and SDKs.

It focuses on setting up SMS notifications in ServiceNow [PDI] using a Twilio trial account.

 

Prerequisites Required:

 

  • ServiceNow instance (PDI)
  • Admin access to install plugins and configure Notify
  • Twilio trial account

 

Steps to Configure:

 

1. Plugin Installation

Install the required plugin in ServiceNow:

  • Plugin Name: Notify - Twilio Direct Driver
  • Plugin ID: com.snc.notify.twilio_direct
Praveenapatel_0-1776065559288.png

 

 

2. Create a Twilio Account

  1. Sign up or Log In to Twilio using your email and phone number
  2. Once the account is created, you will receive the following credentials:
    • Account SID
    • Auth Token
    • Twilio Phone Number

These credentials are required to integrate Twilio with ServiceNow.

 

Praveenapatel_1-1776065559296.png

 

 

 

3. Configure Twilio in ServiceNow

 

Step 1: Navigate to Twilio Configuration

Go to: Notify > Administration > Twilio Direct Configuration

Step 2: Enter Credentials

  • Enter:
    • Account SID
    • Auth Token
  • Click on the “Connect” button to establish the connection with Twilio
Praveenapatel_2-1776065559308.png

 

 

4. Enable Advanced SMS Features

  • Navigate to the Advanced SMS Features tab
  • Enable:
    • Intelligent SMS Handling

5. Configure Phone Number

  • Open the configured phone number
  • Provide the following details:
    • Label (e.g., Twilio Configuration)
    • Notify Group (e.g., Notify On Task Group)
  • Click Save
Praveenapatel_3-1776065559291.png

 

 

6. Configure Notify Properties

 

  • Navigate to All > Notify > Administration > Notify Properties
  • Enable Notify integration for Task table and its extensions.
  • Enter the ‘Notify phone number used for sending SMS-s and starting conference calls from any record that belongs to the task table or table that extends the task table’ - the Twilio number you bought.
  • Set the ‘Should confirmation SMSs for opt-in/out requests be saved into notify_message table for tracking purpose property to 'yes'
  •  Set the ‘Enable Notify integration for Incident Communications Management property to ‘yes’
  • Add the ‘The Notify number to use for sending SMS-s and starting conference calls for Incident Communications Management’ - the Twilio number you bought.
  • Click Save.
Praveenapatel_4-1776065559313.png

 

 

7. Verifying Phone Numbers in Twilio Trial Account: SMS can only be sent to verified phone numbers when using a trial account

Verify Phone Number in Twilio

  1. Go to Twilio Console
  2. Navigate to:
    Develop > Phone Numbers > Manage > Verified Caller IDs
  3. Add and verify the recipient phone number
Praveenapatel_5-1776065559306.png

 

 

8. Verify the Integration: Test SMS Functionality

  1. Navigate to the Incident module
  2. Open any Incident record
  3. Use the “Send SMS” related link to send SMS

Note:

  • The user receiving the SMS must have a valid phone number in their user record
  • SMS will only be sent if the recipient's number is properly configured
Praveenapatel_6-1776065559294.png

 

Praveenapatel_7-1776065559768.png

 

9. The SMS sent will be added into the Work notes of the related Incident record.

 

Praveenapatel_8-1776065559303.png

 

 

10. By using this setup, you can send SMS messages to the required users. Below is a sample SMS sent to a mobile phone.

 

Praveenapatel_9-1776065559419.png

 

 

This outlines the basic setup for enabling SMS functionality in ServiceNow using Twilio.

 


Please mark this as Helpful if you find it useful.

 
 
Labels:
0 Helpfuls
  • 13 Views
0 REPLIES 0