Configure Twilio to send notifications in SRM

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Connect your Service Reliability Management (SRM) instance and Twilio account to send notifications to teams.

    Before you begin

    Before you begin, you must have a String Identifier (SID) and an authentication token for an active Twilio account.
    Note:
    Performing this action requires ServiceNow expertise.

    Role required: srm_admin or admin

    About this task

    You can adjust what gets sent from Twilio by editing the on-call workflow in the system.

    Procedure

    1. Navigate to All > Service Operations Workspace Admin Center > Configurations.
    2. Select Service Reliability Management > Integrations > Twilio API Key.
    3. Select Twilio Config.
    4. In the new window, select here to edit the record.
    5. Enter the Account SID value.
    6. Optional: Enter a Validity Period value.
    7. Select Connect to activate the key or Save to save your changes without activating.