---
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


---

# Custom channel integration

# Setting up custom providers as communication channel {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can define and integrate a custom channel to send on-call escalation notifications.
The base system has the following existing on-call notification channels to send notifications to on-call group members:

* Email
* SMS
* Voice
* Slack
* Microsoft Teams
* Mobile Push
{#custom-on-call-channel-integration__ul_wcp_n5f_wfc}

Besides the on-call notification channels available in the base system, you can configure your own service provider and add the provider as the custom on-call notification channel.

To define, configure and integrate a custom channel in On-Call Scheduling for sending on-call escalation notification, refer to the [https://support.servicenow.com/kb?id=kb_article_view\&sysparm_article=KB2299454](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2299454).