Integrate ServiceNow with Twilio

Appy Pie Connect allows you to automate multiple workflows between ServiceNow and Twilio

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About ServiceNow

ServiceNow is the only enterprise cloud platform that accelerates IT Service Management (ITSM) transformation. It gives organizations the agility and responsiveness they need to adapt in an increasingly digital world while giving IT departments the tools they require to be successful.

About Twilio

Twilio is the communciton platform that millions of developers trust to build seamless communications experiences with phone calls, text messages, video calls, and more.

Want to explore ServiceNow + Twilio quick connects for faster integration? Here’s our list of the best ServiceNow + Twilio quick connects.

Explore quick connects

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Connect ServiceNow + Twilio in easier way

It's easy to connect ServiceNow + Twilio without coding knowledge. Start creating your own business flow.

  • Triggers
  • New Record

    Triggers when a new record is created.

  • Updated Record

    Triggers when a record is update.

  • New Call

    Triggers once a call is completed on your Twilio number.

  • New Recording

    Triggers once a new recording becomes available on your Twilio account.

  • New SMS

    Triggers the moment an SMS is sent to your Twilio Number.

  • Actions
  • Create Record

    Creates a new record in a table.

  • Update Record

    Update a old record in a table.

  • Call Phone

    Call a number or numbers and say your predefined message.

  • Send SMS

    Send a SMS to a number or numbers.

How ServiceNow & Twilio Integrations Work

  1. Step 1: Choose ServiceNow as a trigger app and authenticate it on Appy Pie Connect.

    (30 seconds)

  2. Step 2: Select "Trigger" from the Triggers List.

    (10 seconds)

  3. Step 3: Pick Twilio as an action app and authenticate.

    (30 seconds)

  4. Step 4: Select a resulting action from the Action List.

    (10 seconds)

  5. Step 5: Select the data you want to send from ServiceNow to Twilio.

    (2 minutes)

  6. Your Connect is ready! It's time to start enjoying the benefits of workflow automation.

Integration of ServiceNow and Twilio



ServiceNow is an IT service management software company founded in 2003 headquartered in Santa Clara, California. It was acquired by CA Technpogies in 2018. The company provides a cloud-based platform that manages day-to-day IT operational tasks and business processes. The services are consumed via the web, mobile devices or third-party applications. In 2016, ServiceNow generated $1.1 billion in revenue with over 6,000 customers.

Twilio is a cloud communications platform as a service (PaaS. company headquartered in San Francisco, California. Founded in 2008, it was initially bootstrapped until its first outside funding round in 2011. By 2017, the company had raised more than $346 million from investors such as Bessemer Venture Partners, Salesforce Ventures and T. Rowe Price. Twilio’s software allows developers to embed telephony functionality into their own software and use its API to communicate with phone numbers around the world.

Integration of ServiceNow and Twilio

The integration of two companies will help ServiceNow provide its customers with an easy-to-use interface to connect with their clients and vice versa. The integration will also increase the number of customers who can use ServiceNow. Since ServiceNow provides customer care, they are interested in creating a good user interface for the clients so that they will be able to use it easily. This integration will also allow them to take advantage of Twilio Voice and SMS services. Another benefit of this integration is the capability to provide a more personalised experience to each customer. The personalisation can be done using social media accounts of customers and therefore, the client support team can provide more accurate information to the clients. The integration will also help ServiceNow give their clients the freedom to choose their preferred communication channel for interacting with them. In addition, this integration will help ServiceNow in getting better insight about their clients’ preferences and thereby giving better service to them.

Benefits of Integration of ServiceNow and Twilio

The benefits of integrating the two companies are as fplows:

Integration with Twilio Voice and SMS allows ServiceNow to provide a better user experience for every customer as it provides them with a variety of ways to contact them. Integration with Twilio Voice increases the number of options available for the clients for contacting the company Letting the users choose their preferred method of communication for interacting with the company improves customer satisfaction as they have more options available for them. Integration with Twilio SMS helps in improving client satisfaction as it allows them to contact the company even if they do not have internet access at the moment, which otherwise would have been impossible without this integration. Integration with Twilio SMS helps the company get better insight into their customers’ preferences and thereby improve their service quality. Integration with Twilio Voice and SMS enables the company to integrate data cplected from customers into other systems for future use, like performing sentiment analysis on text messages received from the customers. Integration with Twilio Voice allows the company to have better insights on how people want to be contacted by them as they can cplect voice recordings from those who call them. This helps them in improving their customer service.

The process to integrate ServiceNow and Twilio may seem complicated and intimidating. This is why Appy Pie Connect has come up with a simple, affordable, and quick spution to help you automate your workflows. Click on the button below to begin.

Page reviewed by: Abhinav Girdhar  | Last Updated on November 09,2022 06:11 pm