0
4.0.1
Washington DC, Vancouver
This app for mobile messaging enables end users to interact with ServiceNow Virtual Agent and live agents through an SMS interface using the Twilio service.
- Conversational SMS Integration with Twilio enables users to engage in conversations with ServiceNow Virtual Agent and live agents by messaging your organization's Twilio phone number.
- If a bot transfers the conversation to a live agent, the agent can respond to SMS messages in a ServiceNow workspace.
- The following user input controls are supported:
- Text
- Static Choice
- Reference Choice
- Boolean
- File Picker
- The following bot responses are supported:
- Text
- Image Output
- Link
- Card
- Live agents use the Text, Card, and Image Output response controls to reply to users.
- New:
- Changed
- Dependency versions
- Fixed
- Removed
Conversational SMS Integration with Twilio requires the following plugins and applications.
ServiceNow Plugins:
- Conversational Custom Chat Integration (com.glide.cs.custom.adapter)
ServiceNow Store applications:
- Twilio spoke (sn_twilio_spoke)
- Conversational SMS Integration with Twilio (sn_va_sms_twilio)
- Conversational SMS Service Channel (sn_awa_sms_int)
Role required: external_app_install_admin or virtual_agent_admin