Administer an existing Twilio call in Service Operations Workspace

Add or mute participants in a Twilio conference call.

Before you begin

Role required: itil

Procedure

1. Navigate to Workspaces > Service Operations Workspace.
2. Select the List () icon.
3. Select Incidents > Open.
4. Select the incident record that has an active conference call.
5. Select the Collaborate () icon from the contextual side panel.
6. Select the Calls tab.
7. Optional: Add participants to the call.
   1. Select Meeting options.
   2. Select Add participants.
   3. Enter the participants in the Add participants field.
   4. Provide a brief summary about the issue to be discussed in the conference call in the Include a brief message for participants field.
   5. Select Add participants.
8. Select the active call card.
9. Optional: Mute participants to avoid background noise by selecting the Mute icon ().