Notify flows

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Notify flows

    Notify flows in the Zurich release enable ServiceNow customers to manage phone calls and SMS messages efficiently through predefined flow actions. These actions can be used in creating subflows within Workflow Studio, allowing customization and automation of communication processes.

    Show full answer Show less

    Key Features

    • Join Conference Call: Connects incoming or outgoing calls to a Notify conference call with options such as recording, muting, and audio cues.
    • Call: Initiates outbound phone calls from any table using Notify, supporting parameters like phone number, user, and group IDs.
    • Send SMS: Sends SMS text messages to users’ phones, with configurable recipients and message content.
    • Forward Call: Forwards Notify calls to E.164-compliant phone numbers, with timeout and recording options.
    • Input: Creates interactive phone menus during Notify calls, supporting digit input, IVR menus, and audio prompts.
    • Hangup: Disconnects active Notify calls.
    • Play: Plays sound files during Notify calls, with options for looping and recording.
    • Record Call: Records audio from users on calls, with configurable duration and finish keys.
    • Reject: Rejects incoming Notify calls, providing a reason for rejection.
    • Say: Uses text-to-speech to play messages during calls, supporting multiple languages.
    • Forward to Notify Client: Connects calls to Notify WebRTC clients with user and timeout settings.
    • Queue: Places active calls in a queue for orderly handling.

    Practical Use and Customization

    Customers can build and modify custom on-call scheduling flows using subflows in Workflow Studio. Several base system workflows, such as conference call joining and SMS-enabled joining, have been migrated to subflows, providing templates for customization.

    This capability empowers customers to automate and tailor communications workflows to their operational needs, enhancing responsiveness and efficiency in call and message handling.

    Use Notify flows to manage the calls and SMS messages.

    Starting Zurich, the following actions are available as flow actions and can be used when creating subflows:

    Table 1. Notify flows
    Flow Description
    Join conference call The Join Conference Call action connects an incoming or outgoing call to a Notify conference call.
    The action inputs are:
    • Notify Call
    • Notify Conference Call
    • Record
    • Muted
    • Start on enter
    • End on exit
    • Hangup on Star
    • Beep on enter
    • Beep on exit
    • Enable immediate input
    • Additional config
    Call The Call action makes outbound phone calls using a Notify flow. This action can be added to any table.
    The action inputs are:
    • Notify Number
    • Source Table
    • Source Sys Id
    • Phone number to call
    • Conference Call Record
    • User Sys Id
    • Group Sys Id
    • Extra Params
    Send SMS The send SMS workflow action sends short text messages using Notify to users' phones. This action can be added to any table.
    The action inputs are:
    • Recipients
    • Message
    Forward call The Forward Call action forwards a Notify call to an E.164-compliant phone number.
    The action inputs are:
    • Notify Call
    • Phone numbers to call
    • Timeout (in seconds)
    • Record
    Input The Input action creates a phone menu by presenting a list of options on a Notify call.
    The action inputs are:
    • Number of digits
    • Finish key
    • Timeout (in seconds)
    • IVR menulist
    • Say
    • Play
    • Notify Call
    Hangup The Hangup action disconnects an active Notify phone call.

    The action input is Notify Call.
    Play The Play action plays a sound file on a Notify call.
    The action inputs are:
    • URL
    • Loop
    • Notify Call
    Record call The Record call action records audio from a user on a Notify call.
    The action inputs are:
    • Notify Call
    • Max Duration (in seconds)
    • Timeout (in seconds)
    • Finish Key
    Reject The Reject action rejects an incoming Notify call.
    The action inputs are:
    • Reason
    • Notify Call
    Say The say action allows you to play a message, using text to speech, on a Notify call.
    The action inputs are:
    • Text to say
    • Language
    • Notify Call
    Forward to notify client The forward to notify client action connects a phone call to a Notify WebRTC client.
    The action inputs are:
    • User
    • Timeout (in seconds)
    • Record
    • Notify Call
    Queue The Queue action places an active Notify call in a queue.

    The action input is Notify Call.
    You can build, and modify your own custom on-call scheduling flows in Workflow Studio with subflows for new instances. The following base system workflows have been migrated to subflows:
    • (Re)join Conference Call
    • Join Conference Call with muting
    • Join Conference Call with SMS