Administer an existing Twilio call in Service Operations Workspace

task brazil Updated Sep 10, 2026 1 min read add-participants-conference-call-telephony.md

Raw file servicenow.com

Add or mute participants in a Twilio conference call.

Before you begin

Role required: itil

Procedure

Navigate to Workspaces > Service Operations Workspace.
Select the List ([Omitted image "list-icon-new.png"] Alt text:) icon.
Select Incidents > Open.
Select the incident record that has an active conference call.
Select the Collaborate icon ([Omitted image "collab-icon-02.png"] Alt text:) from the contextual side panel.
Select the Calls tab.
Add participants to the call.
1. Select Meeting options.
2. Select Add participants.
3. Enter the participants in the Add participants field.
4. Enter a brief summary of the issue to be discussed in the conference call in the Include a brief message for participants field.
5. Select Add participants.
Select the active call card.
Mute participants to avoid background noise by selecting the Mute icon ([Omitted image "mute-icon-conf-call.png"] Alt text:).

Parent Topic:Conference calls with Twilio in Service Operations Workspace

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---
title: Administer an existing Twilio call in Service Operations Workspace
description: Add or mute participants in a Twilio conference call.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/service-operations-workspace/add-participants-conference-call-telephony.html
release: brazil
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]
---

# Administer an existing Twilio call in Service Operations Workspace

Add or mute participants in a Twilio conference call.

## Before you begin

Role required: itil

## Procedure

1. Navigate to **Workspaces** &gt; **Service Operations Workspace**.

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

3. Select **Incidents** &gt; **Open**.

4. Select the incident record that has an active conference call.

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

6. Select the **Calls** tab.

7. Add participants to the call.

1. Select **Meeting options**.

2. Select **Add participants**.

3. Enter the participants in the **Add participants** field.

4. Enter a brief summary of the issue to be discussed in the conference call in the **Include a brief message for participants** field.

5. Select **Add participants**.

8. Select the active call card.

9. Mute participants to avoid background noise by selecting the Mute icon \(\[Omitted image "mute-icon-conf-call.png"\] Alt text:\).

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