Soprano Connect MEMS enables secure, omnichannel messaging directly within ServiceNow workflows. With seamless integration, users can send and receive SMS, WhatsApp, RCS, and Viber messages from Incident, Change, Case, and HR Case records. The app enforces consent and compliance, provides guided admin setup, and delivers real-time analytics and reporting. Designed for ITSM, CSM, and HR teams, Soprano Connect MEMS streamlines communications, improves response rates, and ensures regulatory alignment—all within the familiar ServiceNow environment.
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Multi-channel messaging – Send SMS, WhatsApp, RCS and Viber directly from Incidents, Changes, Cases and HR Cases, using Soprano Connect MEMS for carrier-grade delivery.
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Automated alerts & workflows – Trigger notifications from Flow Designer when records change state, without writing code.
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Consent & compliance – Enforce STOP/START keywords across channels, block sends to opted-out numbers, and maintain full audit trails.
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Admin-friendly controls – Use Guided Setup to configure API credentials, channel toggles, keywords, webhook secrets and roles in minutes.
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Analytics & monitoring – Out-of-the-box reports and dashboards show volumes, delivery status, failures, inbound replies and webhook health.
Release v1.0.0
New features
- Initial Store release of the Soprano Connect MEMS scoped application, compatible with ServiceNow Zurich and Australia.
- Multi-channel messaging across SMS, WhatsApp, RCS and Viber.
- Messaging Workbench for supported Incident, Problem, Change Request, Case and HR Case records, including templates and configured fallback delivery.
- Flow Designer actions for automated messaging and centralised consent management, including STOP/START processing and opt-out blocking.
- Admin Console and Guided Setup for credentials, webhook security, channel configuration, keywords and reporting.
- Delivery tracking, message activity, operational monitoring and dashboards.
Known limitations
- Bulk or mass messaging and multi-sender ID management are not included in this release.
- Domain separation and MSP-specific functionality are not included.
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ServiceNow platform – Zurich, Yokohama and Australia releases, minimum patch level: All.
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Required plugins – None. The app is built as a scoped application without mandatory dependencies; ITSM, CSM and HRSD usage is optional.
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External services – Active Soprano Connect MEMS account and API access (API key or OAuth2 client-credentials) for messaging, consent and reporting.
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Authentication – ServiceNow user authentication; outbound calls use Connection & Credential Alias with API key or OAuth2 profile.
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Browsers – Modern browsers supported by ServiceNow (Chrome, Edge, Firefox, Safari).
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Developer environments (optional) – For local MEMS setup: Docker Desktop, Java 21, Gradle, Tomcat, and DB2 as per the MEMS Local Setup Guide (for developers only).
Not applicable