Notify flows

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Notify flows

    Notify flows enable ServiceNow customers to effectively manage calls and SMS messages. These flows include various actions that can be utilized within subflows to enhance communication processes.

    Show full answer Show less

    Key Features

    • Join Conference Call: Connects calls to a Notify conference, with options for muting and recording.
    • Call: Makes outbound phone calls, customizable for any table with specific inputs like phone numbers and user details.
    • Send SMS: Sends text messages to users' phones, allowing for quick communication.
    • Forward Call: Forwards calls to E.164-compliant numbers, with configurable timeouts.
    • Input: Creates phone menus for callers with options for interaction.
    • Hangup: Disconnects active calls as needed.
    • Play: Plays sound files during calls, with options for looping.
    • Record Call: Records conversations with specified duration limits.
    • Reject: Rejects incoming calls with a specified reason.
    • Say: Uses text-to-speech to deliver messages during calls.
    • Forward to Notify Client: Connects calls to Notify WebRTC clients for seamless communication.
    • Queue: Puts active calls in a queue for better call management.

    Key Outcomes

    By utilizing Notify flows, ServiceNow customers can streamline their communication processes, enhance user interaction through call management features, and create customized workflows to fit their organizational needs. This results in improved operational efficiency and better customer engagement.

    Use Notify flows to manage the calls and SMS messages.

    Starting Zurich, the following actions are available as flow actions and can be used when creating subflows:

    Table 1. Notify flows
    Flow Description
    Join conference call The Join Conference Call action connects an incoming or outgoing call to a Notify conference call.
    The action inputs are:
    • Notify Call
    • Notify Conference Call
    • Record
    • Muted
    • Start on enter
    • End on exit
    • Hangup on Star
    • Beep on enter
    • Beep on exit
    • Enable immediate input
    • Additional config
    Call The Call action makes outbound phone calls using a Notify flow. This action can be added to any table.
    The action inputs are:
    • Notify Number
    • Source Table
    • Source Sys Id
    • Phone number to call
    • Conference Call Record
    • User Sys Id
    • Group Sys Id
    • Extra Params
    Send SMS The send SMS workflow action sends short text messages using Notify to users' phones. This action can be added to any table.
    The action inputs are:
    • Recipients
    • Message
    Forward call The Forward Call action forwards a Notify call to an E.164-compliant phone number.
    The action inputs are:
    • Notify Call
    • Phone numbers to call
    • Timeout (in seconds)
    • Record
    Input The Input action creates a phone menu by presenting a list of options on a Notify call.
    The action inputs are:
    • Number of digits
    • Finish key
    • Timeout (in seconds)
    • IVR menulist
    • Say
    • Play
    • Notify Call
    Hangup The Hangup action disconnects an active Notify phone call.

    The action input is Notify Call.
    Play The Play action plays a sound file on a Notify call.
    The action inputs are:
    • URL
    • Loop
    • Notify Call
    Record call The Record call action records audio from a user on a Notify call.
    The action inputs are:
    • Notify Call
    • Max Duration (in seconds)
    • Timeout (in seconds)
    • Finish Key
    Reject The Reject action rejects an incoming Notify call.
    The action inputs are:
    • Reason
    • Notify Call
    Say The say action allows you to play a message, using text to speech, on a Notify call.
    The action inputs are:
    • Text to say
    • Language
    • Notify Call
    Forward to notify client The forward to notify client action connects a phone call to a Notify WebRTC client.
    The action inputs are:
    • User
    • Timeout (in seconds)
    • Record
    • Notify Call
    Queue The Queue action places an active Notify call in a queue.

    The action input is Notify Call.
    You can build, and modify your own custom on-call scheduling flows in Workflow Studio with subflows for new instances. The following base system workflows have been migrated to subflows:
    • (Re)join Conference Call
    • Join Conference Call with muting
    • Join Conference Call with SMS