0
1.0.2
Yokohama, Xanadu
This app enables end users to interact with ServiceNow Virtual Agent and live agents through an SMS interface using the AWS End User Messaging service as SMS provider.
Conversational SMS Integration with AWS End User Messaging enables users to engage in conversations with ServiceNow Virtual Agent and live agents by messaging your organization's AWS End User Messaging 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.
First release of the plugin
Conversational SMS Integration with Twilio requires the following plugins and applications.
ServiceNow Plugins:
- Conversational Custom Chat Integration (com.glide.cs.custom.adapter)
- ServiceNow IntegrationHub Starter Pack Installer (com.glide.hub.integrations)
- Glide Virtual Agent (com.glide.cs.chatbot)
ServiceNow Store applications:
- IntegrationHub ETL (sn_int_studio)
- Conversational SMS Service Channel (sn_awa_sms_int)
- Amazon S3 Spoke (sn_amazon_s3_spoke)
Role required: external_app_install_admin or virtual_agent_admin