---
sourceDocument: Xanadu ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/servicenow-platform

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Define a communication channel

# Define a communication channel {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Define a communication channel for each communication task to determine which mode of
communication to use for the task when a plan is attached to a table.

## Before you begin

Role required: sn_comm_management.comm_plan_admin or admin

You have defined a communication plan and its related tasks.

## About this task

* The modes of communication available are: email, SMS, conference, and Slack.
* For the incident table, the functionality for SMS and conference appears only if you activate the Notify plugin (com.snc.notify) and the com.snc.iam.notify_number property value is set to the registered notify number. The notify number is registered while configuring the Twilio account.
* For the incident table, the functionality for Slack appears only if you activate the Collaboration Services for Task Communications Management plugin (sn_tcm_collab_hook). To activate the Collaboration Services for Task Communications Management plugin, navigate to [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) and install the Collaboration Services for Task Communications Management application. For more information, refer [Collaboration services
  for Task Communications Management](https://www.servicenow.com/docs/access?context=collab-services-tcm&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US).  
  Note:  
  For information on how to configure Slack, refer to [Configure Slack
  workspace](https://www.servicenow.com/docs/access?context=set-up-slack&version=xanadu&pubname=xanadu-integrate-applications&ft:locale=en-US) .
* Add Channel -- Conference is mutually exclusive to Add Channel -- SMS and Add Channel -- Email. If you select Add Channel -- Conference, you cannot select Add Channel -- Email or Add Channel -- SMS.
{#create-comm-channel-definition__ul_nff_b54_fdb}

## Procedure

1. Navigate to AllTask Communications ManagementPlan Definitions.
2. Click a communication plan.
3. Click the Communication Task Definitions related list and then click the task for which you want to define the communication channel.
4. On the Communication Task Definition form, click any one of the following related links based on your requirement:  
   * Add Channel -- Conference
   * Add Channel -- Email
   * Add Channel -- SMS
   * Add Channel -- Slack
   {#create-comm-channel-definition__ul_rsh_qxl_2db}
5. On the form, fill in the fields.  
   {#create-comm-channel-definition__table_ish_5tl_2db__entry__2}

   | Field | Description |
   |-|-|
   | Add Channel -- Conference ||
   | Communication task definition | Communication task definition that the channel definition is associated with. |
   | Notify provider selector | Lookup icon (![Lookup icon]()) to select the selector from the Provider Selector \[notify_group_selector\] table. Note: The selector can be associated with notify number group or conference provider. Each notify number group can have one or more Notify numbers that can be used to make conference calls. |
   | Add Channel -- Email ||
   | Communication task definition | Communication task definition that this channel definition is associated with. |
   | Email client template | Lookup icon (![Lookup icon]()) to select the email client template used to send emails to the targeted audience. Note: This email template must be defined in the Communication task table. |
   | Recipient field | List to select where you want the recipients list to be populated. Options include To, CC, and BCC. The default value is populated based on what you define in the Default recipient location of emails for Communication Tasks property (sn_comm_management.default_email_recipient_field). |
   | Add Channel -- SMS ||
   | Communication task definition | Communication task definition this channel definition is associated with. |
   | Notify SMS template | Lookup icon ![Lookup icon]() to select the notify SMS template used to send an SMS to the targeted audience. Note: This SMS template must be defined in the Communication task table. |
   | Notify provider selector | Lookup icon (![Lookup icon]()) to select the selector from the Provider Selector \[notify_group_selector\] table. Note: The selector can be associated with notify number group or conference provider. Each notify number group can have one or more Notify numbers that can be used to send SMS. |
   | Add Channel -- Slack ||
   | Communication task definition | Communication task definition this channel definition is associated with. |
   | Channel Type | Channel type is Slack. |
   [Table 1. Communication Channel Definition form]

   {#create-comm-channel-definition__table_ish_5tl_2db}
6. Click Submit.  
   A communication channel is defined for the communication task.

## What to do next

After creating communication tasks and communication channels for those tasks, define contacts for the communication plan.
**Related tasks**   

* [Define a communication task](https://www.servicenow.com/docs/Robazee61RM3XRMZOBu6bA "Define a communication task for a communication plan. When a plan gets attached to a table, the tasks related to the plan need to be executed to resolve the issue. You can associate multiple tasks with a communication plan.")
* [Define a communication contact](https://www.servicenow.com/docs/SB4ahZdlv5odZpiLkSKuPA "Define the recipients of a particular plan to determine the target audience involved in each communication task and the responsibilities the recipients are expected to handle. A notification for a task is sent to all individuals specified for that task.")

*[\>]: and then