Unable to send SMS to Group using Communication Plan Definition with Twilio

[lvenna]

Hi Everyone,

I’m working on sending SMS notifications to a specific group (leadership) using Twilio integration — everything is already configured and working at the instance level.

I’ve added the SMS feature in the Communication Plan Definition and selected the group in Communication Contact Definitions. However, the group members are not receiving the SMS. When I add an individual user directly in the Communication Plan Definition, that user receives the SMS successfully.

Has anyone worked on sending SMS to groups through Communication Plan Definitions? Any suggestions or best practices would be greatly appreciated.

Thank you,
Laxma

[FernandoUrrutia]

I would prefer create one button per message type (three buttons: "Send Start", "Send Update", "Send Resolution" for example).

Each button executes a controlled "script":

1- Calls the members of the predefined group (Resolved your problem 🙂 ).

2- Takes the message content from an incident field or requests it from the user.

Use NotifySMS.sendToUsers(...) or sendBulkSMS().

You need to create one (or three 🙂 ) script for this... Good Luck...

[lvenna]

Hello Fernando,

We are using OOB Compose UI action (I do not have an option to update the UI action) on comm_task table. Once we click on the Compose button, then we have options to send the email and SMS. We can be able to send the email to the group, and we can see the group members in email recipients list, but once we go to the SMS section groups recipients are not showing up. 

Thank you,

Laxma