Keeping everyone in the loop during an incident or outage can be difficult—especially when email inboxes are overwhelmed. Integrating Twilio with ServiceNow changes the game by enabling real-time SMS and voice alerts directly from the platform. With the Notify plugin, you can automate alerts, schedule messages, and enable two-way SMS conversations, all within the ServiceNow interface. In this guide, I’ll walk through how to configure Twilio and ServiceNow and demonstrate two practical automation use cases. We’ll also explore an AI-powered bonus that summarizes incoming SMS messages and automatically updates incident records.