---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Notify users with Twilio

# IT Service Management AI agent collection Notify users with Twilio agentic workflow {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Twilio SMS text AI agent to help streamline communication processes and enhance workflow efficiency.

## Notify users with Twilio overview {#now-assist-itsm-aiagents-twilio-text-usecase__section_b25_wzj_h2c}

Using the Notify users with Twilio agentic workflow, send text messages via SMS to recipients manually to help improve the time required for subject matter expert response.

To modify the Notify users with Twilio agentic workflow, [duplicate it](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), and adjust the settings according to your requirements.  
Important:  
When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

## Notify users with Twilio agentic workflow {#now-assist-itsm-aiagents-twilio-text-usecase__section_yjy_lhk_h2c}

Send messages from a Twilio number to a recipient's phone number.  
To access the agentic workflow:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Twilio texting.

{#now-assist-itsm-aiagents-twilio-text-usecase__ol_qsk_tjc_j2c}  
Important:  
To enable the display of the Notify users with Twilio agentic workflow, you must activate the Twilio Spoke plugin (sn_twilio_spoke). For more information, see [Twilio Spoke](https://www.servicenow.com/docs/access?context=twilio-spoke&version=australia&pubname=australia-integrate-applications&ft:locale=en-US).

## AI agents used in the Notify users with Twilio agentic workflow

The Twilio SMS text AI agent is used to generate text using the Notify users with Twilio agentic workflow.  
Important:  
In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent. Note:  
The itil role is added by default. You can change the role for the agent. If you change the role, you must also change the role in the following two flow action ACLs:

* sn_itsm_aia.look_up_incoming_phone_numbers
* sn_itsm_aia.send_sms

{#now-assist-itsm-aiagents-twilio-text-usecase__ul_hht_hqm_hgc}

In the ServiceNow
AI Agent Studio, the human agent gets notified as soon as a text message is generated so that they can follow the on-screen instructions and complete the task. For more information, see [Request the generative AI capabilities in ITSM by using the ServiceNow Otto panel](https://servicenow-prod.fluidtopics.net/AnJIDfOoTCaVTN3DW2Cxdg "Use the ServiceNow Otto panel to request the contextual generative AI capabilities in IT Service Management (ITSM) such as a chat summary, incident summary, or incident resolution notes in a conversational manner. You can also add comments and work notes. These capabilities provide you with a quick resolution to issues.").
**Related topics**   

* [Configure Notify with
  Twilio](https://www.servicenow.com/docs/access?context=t_ConfigureNotifyWithTwilio&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)

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