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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Notify voice and SMS capabilities

# Notify voice and SMS capabilities {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Notify provides support for SMS and voice channels for communicating internally with team members and externally with customers and contractors.

## Voice capabilities {#notify-voice-SMS-capabilities__section_voice_capabilities}

Notify supports outbound voice calls for notifications and conference management. For more information, see [Configure Notify with Twilio](https://www.servicenow.com/docs/B9YuKLHw7s11~woeHMgBpA "Configure Notify to use the Twilio telephony service.").

## SMS capabilities {#notify-voice-SMS-capabilities__section_sms_capabilities}

Notify supports the following SMS interactions:

* Outgoing SMS: Send automated SMS notifications to team members, customers, and contractors based on the workflow triggers or subscriptions.
* Incoming SMS: Receive or route inbound SMS messages to the appropriate workflow or record.

For more information about configuring SMS channels, see [Configure SMS opt-out preferences](https://www.servicenow.com/docs/Py2vzZkD1txQ5BRBdl0KtQ "Allow recipients to opt out of receiving text messages.").

## Outgoing SMS channels {#notify-voice-SMS-capabilities__section_outgoing_sms}

Notify enables applications to send outgoing SMS messages to team members, customers, and contractors. To configure outgoing SMS channels, you must set up an SMS provider (such as Twilio or Bandwidth) and
configure the corresponding Notify driver in your instance. For more information about configuring SMS channels, see [Configure SMS opt-out preferences](https://www.servicenow.com/docs/Py2vzZkD1txQ5BRBdl0KtQ "Allow recipients to opt out of receiving text messages.").

Notify provides a way for applications to start and manage a conference, send/receive SMS, send/receive calls and present them with IVR like system.
* **[How Notify processes incoming calls](https://www.servicenow.com/docs/s4OhkKk7upqHUvsddyfa5w)**   
  Notify processes incoming calls using workflow activities.