Working with Legacy Notify

Follow this process to enable and use Notify.

Before you begin

Role required: notifynow_admin

About this task

This content applies only to the Legacy Notify application, available prior to the Geneva release. For information about the Notify application available starting with Geneva, see Notify.

Procedure

1. Set up a Twilio account to provide phone connectivity for Notify.
2. Activate Notify.
3. Configure Notify to use Twilio.
4. Begin using Notify immediately within Incident Communications Management.
5. Use the Notify API with other ServiceNow applications to provide SMS, voicemail, email, and conference calls for those applications.

• View a Legacy Notify question
  Questions contain a response action and a set of response choices. Use these questions to simplify communications. Then, you can monitor the resulting communication thread.
• View Legacy Notify messages
  Applications implementing Notify, such as Incident Communications Management, can send Short Message Service (SMS) text messages to relevant contacts under predefined conditions, such as when a new incident communication plan has been created.
• View Legacy Notify conversations
  The Notify Conversation [notifynow_conversation] table tracks bi-directional communications and adds the ability to have more than one active conversation with the same phone number at the same time.
• View Legacy Notify conference calls
  Applications that use Notify, such as Incident Communications Management, can launch and maintain conference calls between involved parties.