---
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


---

# Administer an existing Twilio call in Service Operations Workspace

# Administer an existing Twilio call in Service Operations Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Add or mute participants in a Twilio conference call.

## Before you begin

Role required: itil

## Procedure

1. Navigate to WorkspacesService Operations Workspace.
2. Select the List (![List icon]()) icon.
3. Select IncidentsOpen.
4. Select the incident record that has an active conference call.
5. Select the Collaborate icon (![Collaborate icon]()) from the contextual side panel.
6. Select the Calls tab.
7. **Optional:** Add participants to the call.
   1. Select Meeting options.
   2. Select Add participants.
   3. Enter the participants in the Add participants field.
   4. Provide a brief summary about the issue to be discussed in the conference call in the Include a brief message for participants field.
   5. Select Add participants.
   {#add-participants-conference-call-telephony__substeps_jvb_vmh_fyb}
8. Select the active call card.
9. **Optional:** Mute participants to avoid background noise by selecting the Mute icon (![Mute icon.]()).

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