---
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/australia/it-service-management/service-operations-workspace/add-participants-conference-call-telephony.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Use Twilio to make conference calls 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** > **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 that has an active conference call.

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.

7.  Add participants to the call.

    1.  Select **Meeting options**.

    2.  Select **Add participants**.

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

    4.  Provide a brief summary about 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: Mute icon.\).


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