FAQs - Conversation SMS Integration with AWS End User Messaging

[srinivasuch]

1. Is MMS supported?

There are two types of MMS - long text MMS and media MMS(file attachments). Long text MMS is supported both inbound( i.e., end user sending message to agent) and outbound (i.e. agent sending message to end user).

BUT, media MMS is supported only outbound. That means end user cannot send file attachments through MMS to agent. But, agent can send file attachments to end user. This restriction is from AWS End User Messaging service.

2. Why is the KMS used at AWS side?

There are SMS sent to and fro between customer owned AWS account and customer's ServiceNow account. For security reasons, when the ServiceNow instance receives the SMS from AWS, the SMS need to be verified that it is coming from customer owned AWS account only. So, at AWS side, the SMS is signed with a key with the help of AWS KMS service. A external imported KMS key is created.
 

3. Why is signing and verification of the messages failed?
   
   Make sure the Algorithm used for signing at AWS side is HMAC256 and key length is 32 byte string. They same key is used at both AWS KMS and ServiceNOW.

4. Why are outbound SMS rejected with HTTP 429 errors(throttling)?

There are different types of phone numbers to be procured at AWS End User Messaging for different purposes. For high throughput, a short code is ideal. Please refer to the below article from AWS.
https://docs.aws.amazon.com/sms-voice/latest/userguide/phone-number-types.html

5. Does this plugin works only on CSM workspace?

As of now, SMS adapter certified only on CSM/FSM configurable workspace