Start and end a conference call from Twilio in Service Operations Workspace

---
title: Start and end a conference call from Twilio in Service Operations Workspace
description: Start a conference call using Twilio to collaborate with others to work toward the resolution of an incident. End the call when the discussion is over.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/start-conference-call-telephony.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Conference calls with Twilio in Service Operations Workspace, Notify in Service Operations Workspace, Collaboration in Service Operations Workspace, Managing IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Start and end a conference call from Twilio in Service Operations Workspace

Start a conference call using Twilio to collaborate with others to work toward the resolution of an incident. End the call when the discussion is over.

## Before you begin

Role required: itil

## Procedure

1.  Navigate to **Workspaces** > **Service Operations Workspace**.

2.  Select the **List** \(\[Omitted image "list-icon-new.png"\] Alt text: List icon\) icon.

3.  Select **Incidents** > **Open**.

4.  Select the incident record.

5.  Select the **Collaborate** icon \(\[Omitted image "collab-icon-02.png"\] Alt text: Collaborate icon\) from the contextual side panel.

6.  Select the **Calls** tab, and then select the plus \(+\) icon.

7.  Select **Start Telephony meeting**.

8.  On the form, fill in the fields.

<table id="table_ovh_qxh_1yb"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Title

</td><td>

Title for the conference call

</td></tr><tr><td>

Add participants

</td><td>

Provide the list of participants for the conference call.

</td></tr><tr><td>

Include a brief message for participants

</td><td>

Provide a brief summary about the issue to be discussed in the conference call.

</td></tr></tbody>
</table>9.  Select **Start**.

    If there are more than 50 participants, the conference call will be initiated in asynchronous mode and a few additional participants will be added to the conference call soon in background, this enables you to continue work without any interruption.

10. At the conclusion of the discussion, end the call.

    1.  Select the active call card.

    2.  From the **Leave call** drop-down menu, select **End call**.


**Parent Topic:**[Conference calls with Twilio in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/telephony-sow.md)