Configure Notify with Twilio - How to read the Docs - Twilio Part 2

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Hi Guys,

In my last article, I had guided you to set up a Twilio account. In this article we are going to integrate our Twilio account with Notify.

"Notify allows you to integrate with the Twilio telephony service to send and receive phone calls and SMS messages from within your instance."

First of all, we need to install the Plugins for Notify. 

• Notify (com.snc.notify) plugin - Provides powerful platform features for workflow-driven voice calls, conference calls, and SMS messages. You can activate the Notify plugin if you are an administrator.
• Notify - Twilio Direct Driver (com.snc.notify.twilio_direct) plugin - Provides next generation integration with Twilio and Notify.

The Notify-Twilio integration with the Notify-Twilio Direct driver provides APIs and workflow activities for applications to handle various notification features.

The Notify-Twilio Direct driver provides the following notification features:

• Start and manage a conference
• Send and receive SMS messages
• Send and receive calls

Step 1) Navigate to System Definition > Plugins and search for 'Twilio'. You'll see following two plugins, 'Notify' and 'Notify - Twilio Direct Driver' :

Step 2) Click 'Install' for 'Notify - Twilio Direct Driver'. 

Step 3) Click 'Activate'

Your window will look something like this :

Step 4) Once the plugin gets activated, Click 'Close & Reload Form'

Step 5) Navigate to Notify > Administration > Twilio Direct Configuration and Click 'here' link in the "This record is in the Twilio Direct Driver application, but Global is the current application. To edit this record click here." info message to temporarily change the application scope.

Your screen will look something like this :

Step 6) In new tab, Navigate to https://www.twilio.com/console

Step 7) Copy 'ACCOUNT SID'

Step 😎 On the Twilio Account Properties page opened in step 5, enter your Account SID.

Step 9) Repeat step 7 and 8 for 'AUTH TOKEN' and Click 'Connect'

Your Screen will look sommething like this :

As you can see in the above screenshot, Phone numbers associated with the Twilio account are imported to Notify.

If the account is not associated with an instance and the connection is successful, a read-only list of E.164 and short code phone numbers associated with this Twilio account appears. This list displays the phone number, supported capabilities such as voice or SMS, the country for each Twilio number, and the Notify number group to which the number belongs.

To manage phone numbers per instance, set up one Twilio account for each instance and configure all relevant phone numbers for the instance under that account.

Only one Twilio account (or subaccount) can be configured on Notify at a time.

Ensure that each instance on which you configure Notify uses a different Twilio account. Each account specifies a unique account SID, authentication token, telephone numbers, and endpoint. Using the same account across multiple instances may cause your Twilio service configuration to be overwritten.

Notify automatically creates a TwiML application in the Twilio service and configures the application to use the instance as an endpoint.

You can observe more details by navigating to https://www.twilio.com/console/voice/twiml/apps 

We have successfully configured Twilio with Notify but to use Twilio Services we need to do some more configurations. See you in the next article to complete the Notify set up and have some fun.

Please leave your feedback in the comments so that i can improvise the content.

Thank You.

Vishal Ingle

ServiceNow Certified System Administrator

DxSherpa Technologies Pvt. Ltd.

MH, India.