Setting up Notify - How to read the Docs - Twilio Part 3

[beingfluid]

Hi Developers,

In last two articles in this series we have learnt how to setup the Twilio and how to configure Twilio with ServiceNow Notify.

In this article we will see how to setup Notify, so that we will be able to use the Twilio functionality for our future development activities in ServiceNow. In order to proceed with this article you need to have setup done which was explained in previous two articles.

Step 1) Navigate to Notify > Numbers.

Phone numbers and short codes are provided by Twilio once the account is successfully connected and are stored on the Notify Phone Numbers [notify_number] table.

A short code is a 5 or 6-digit number that can send and receive messages with mobile phones.

Step 2) Click the appropriate phone number from the list.

Step 3) Select the appropriate Notify Group

Here, we will select 'Notify On Task Group'.

Associate each Notify number to a number group to use inbound and outbound workflows. Number groups allow you to control which workflows run when using the phone numbers in each number group.

Each phone number can only be associated with one number group.

Step 4) Click 'Update'. your list will now look somewhat like this :

Step 5) Navigate to Notify > Administration > Notify Properties

Step 6) Set glide.enable.notify_on_task property to 'true'

This property will enable Notify integration for Task table and its extensions.

Step 7) In new tab, Navigate to https://www.twilio.com/console and copy the phone number (In our example,TRIAL NUMBER)

Step 😎 Set the number copied from previous step to glide.notify.task.phone_number property.

This Notify phone number will be used for sending SMS-s and starting conference calls from any record that belongs to the task table (or a table that extends the task table).

Step 9) Set the number copied from previous step 7 to com.snc.on_call_rotation.notify_webrtc_number property. and click 'Save'

This will enable On-Call integration with Notify which allows On-Call users to directly call people on rosters from the browser.

You can read about all the Properties installed with Notify here

Remember, The number must be entered in E.164-compliant format. 

E.164 numbers are formatted [+] [country code] [subscriber number including area code] e.g. +15152985093. 
You can read more about it at https://www.twilio.com/docs/glossary/what-e164

Congratulations, Now we are all set to use Notify module of ServiceNow to leverage the functionalities of Twilio.

But, It's always better to test your integration and configurations before proceeding forward with the development.

So in the next article we will be testing the Twilio configurations and then we will start with actual development of business requirements.

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

Thank You.

Vishal Ingle

ServiceNow Certified System Administrator

DxSherpa Technologies Pvt. Ltd.

MH, IN.

[priyankapalaska]

Hi Vishal,

Thanks for the article. It really helped. 

I have a question here. What if we have multiple twilio phone numbers setup for a instance, which can be used for load balancer. How we can utilize these lets say 5 numbers for production instance. Do we need to do any further configuration for that? 

Regards,

Priyanka 

[beingfluid]

Hi Priyanka,

It is possible to use different numbers for different purposes as per your need. 

Can you please elaborate your query?

Thank you.

[priyankapalaska]

Hi Vishal,

We have setup 5 phone numbers in twilio which is reflected in prod. 

Our goal for adding 5 numbers is as load balancer. we are using  only 1 number with twilio task group and that was only required. So do we need to add other numbers too? like as if one has load to send msg, so SNOW can utilize otherthat time. 

Is such happens? or if we require only one number and we can use it forever? or load balancer work in this case? 

If you are not clear with the query, please reply back to me. 

[Naveen Thadur1]

Hi can I add like 10000 phone numbers in Twilio , if yes can I add by not taking verification code from each number?