How to configure Inbound SMS/Call to Twilio number connected with personal SNOW developer instance ?

Zeeshan Sheikh

I am working on Integration of ServiceNow with Twilio and trying to figure out Inbound SMS from end user(customer) to Twilio number . I am trying send SMS/call to the provided Twilio number which is configured in my personal developer instance in ServiceNow. If the SMS is received from end user and the SMS is received and displayed in SNOW developer Instance, how can we create incident through Inbound SMS/Call to Twilio number in ServiceNow instance? What types of actions can be carried out using Inbound SMS/Call in ServiceNow. 

sbrijmohan

@Zeeshan Sheikh The third-party app (ie ServiceNow) is the one needing to provide the webhook. If the you want to receive SMS and have them passed to SN, then SN will need to provide the webhook or at least an endpoint for you to build their own app that passes SMS to the SN platform. Does this make sense?

If you would like us to further investigate I can connect you to our support team. LMK

sbrijmohan

Hi @Zeeshan Sheikh , great question! I have reached out to our support teams in hopes of getting you a solution! Thank you for your patience. ✨

Zeeshan Sheikh

@sbrijmohan Can u help me out with the resources like docs and videos links to do the desired actions ?

Zeeshan Sheikh

@sbrijmohan and can this method be used for incident creation as well in SN by Incoming calls and SMS?

sbrijmohan

@Zeeshan Sheikh I will connect you to our support team to see if they can help guide you! Please keep an eye out for an email from Twilio Support. ⚡️

sbrijmohan

Documentation about integrating ServiceNow and Twilio - https://www.twilio.com/blog/create-notification-system-servicenow-using-twilio-sms-and-voice