User preference of type Voice/SMS

[Kaylee Price2]

I cannot find any documentation on using a voice channel in user preferences. It doesn't seem to work at all, and I have a twilio/notify number. Please help!

2 things I need to do:

SMS user preference seems to default to email to text. I would like to switch this to use notify.

If someone has a notificatnion channel of type voice i want it to call them. And also where do i set what the notification voice would say.

[Niclas · Accepted solution]

I find this confusing as well, but the only oob Voice Notification I'm aware of is in context of On-Call Management, where the Agent will hear a Message that an Incident (or any other task) has been escalated and you are asked to assign yourself to the Incident and you can press 1 to accept or 2 to reject.

To get this Notifiction you need to set up On-Call Schedule, Trigger Rule etc and the Agent on Shift additional needs to enable Voice Channel as contact preference, where he can also select the created voice device ( but setting the contact preference itself needs to be done in another Module)

Regarding SMS, in the Notification Channels per default it uses SMS E-Mail Gateway of the selected Provider instead of Twilio. And on the Notification there is a field "SMS Alternate", that can be configured by Admin.

Last time I checked Twilio was not added as Provider Choice out of box when installed - why is a good question. But you can create custom Service Provider and use the Advanced Script field to call the NotifyAPI

Edit: Added spaces, they where cut after submit when posting from mobile 😕

[Kaylee Price2]

Thank you! So I know what you're referring to so sounds like I have my bases covered for SMS if I can get it to work. I'm a little concerned for voice though. I do use the oncall schedule twilio assign by acknowledgement per rota but that wouldn't apply here i know. I could setup a twilio workflow to call out simply and put it as outgoing on that workflow. however, I am not sure how to get the preferences to trigger it? I wish i knew what the script was that checks subscriptions and personal notifications to catch it and see what it is doing. 

[SN Emy]

Hi,

Were you able to figure out the SMS part?

Thanks,
Imane

[SN Emy]

Following up on this request regarding Notify and Twilio integration with user preferences (on 17, 2025 deprecation of email-to-text services by AT&T).

I proceeded with a custom implementation to ensure SMS messages are sent reliably through Notify and Twilio.

I created a new Notification Service Provider named Twilio and used the Advanced Script field to send SMS using SNC.Notify.sendSMS()

The script uses the device.phone_number and email.SMSText as follows:


SNC.Notify.sendSMS(
'+13858812985', // Twilio Sender Number
'' + device.phone_number, // Recipient
'twilio test ' + current.number + ': ' + email.SMSText,
current
);

Next Step:
To ensure Twilio compatibility, I will run a Fix Script to convert all device.phone_number entries into E.164 format. This will standardize numbers across user records and prevent runtime issues when sending SMS.