Update Your ServiceNow Incidents in Real-Time with Twilio

The integration of Twilio and ServiceNow allows for real-time, bi-directional incident management, enabling employees and customers to communicate on their preferred channel. This integration uses a business rule in ServiceNow to trigger an outbound notification to an assignee via Twilio, who can then respond with comments or resolve the ticket via SMS. The system also escalates to a phone call if the response is not received within 60 seconds. To set up this integration, users need to have access to both platforms and follow specific steps outlined in the provided post, including setting up business rules, Twilio Studio flows, and functions. The integration can be customized to fit specific needs by updating the business rule script or modifying the Twilio Studio flow. With this integration, businesses can provide a better experience for their employees and customers by meeting them on their preferred channel.