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4.2.0
Yokohama, Xanadu Patch 3, Xanadu
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.
- Minor bug fixes
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