---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Associate a phone number with a workflow

# Associate a phone number with a workflow {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

You can associate a Notify phone number with a workflow.

## Antes de Iniciar

You must create a Twilio Voice account and configure Notify with Twilio Voice before you can associate a phone number with a number group and workflow.

A number group
allows you to group Notify phone numbers and then share workflows across grouped
numbers. For each number group, you can specify a workflow for incoming and outgoing
calls.  
The CTI Softphone demo data includes these sample workflows:

* Call Center, for use with the Customer Service Management application
* Call Center for Incident Management
{#t_AssociateNumberWithWorkflow__ul_zdl_gcl_nt}

The Call Center workflow uses several Notify workflow activities that
determine workflow functionality. Each activity performs a different task, such as
playing a message greeting or creating a list of user input options. Activities can
succeed or fail, which can result in actions performed by other
activities.

You can use the default Call Center workflow or modify this work
flow as needed.

Role required: admin

## Procedimento

1. Navigate to AllNotifyNumbers.
2. From the Notify Phone Numbers list, click the phone number that you want to edit.
3. Select a Notify Group that uses the incoming call workflow that you want to handle this phone number.  
   The CTIDemo group uses the Call Center workflow for incoming calls.
4. Click Update.
**Tópicos relacionados**   

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