Integrating Virtual Agent with Twilio

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Integrating Virtual Agent with Twilio

    The Conversational SMS Integration with Twilio enables ServiceNow Virtual Agent conversations to be hosted on Twilio SMS, allowing users to chat with virtual agents or live agents via SMS. This integration uses a dedicated Twilio phone number separate from other ServiceNow Twilio phone numbers to initiate conversations. Live agents can respond to SMS conversations through Agent Workspace after a bot transfers the session.

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    Key Features

    • SMS Conversation Initiation: Users can start Virtual Agent chats by messaging a designated Twilio number linked to your ServiceNow instance.
    • Supported User Input Controls: Virtual Agent Designer supports several input types for Twilio SMS, including Text, Static Choice, Dynamic Choice (e.g., selecting from case lists), Boolean (Yes/No), and File Picker (limited to image files).
    • Supported Bot Responses: The bot can send Text, Images, Links, and Cards (selected record information) via SMS. Live agents can reply using Text, Cards, and Images.
    • User SMS Notification Subscriptions: Users with ServiceNow accounts can opt in or out of receiving SMS update notifications by sending specific keywords ("Notification" to check status, "START" to enable, "STOP" to disable). Notifications are off by default to comply with privacy regulations and are only available for users with ServiceNow accounts, not guest contacts.
    • Authentication: SMS authentication supports two-factor account linking using Soft PIN and Google authenticators for secure user verification.

    Key Outcomes

    • Enables seamless engagement between users and Virtual Agents or live agents over SMS, expanding communication channels.
    • Allows ServiceNow customers to build SMS conversation topics using Virtual Agent Designer tailored for Twilio SMS constraints.
    • Supports rich interaction types while respecting SMS limitations, such as image-only file sharing and supported response controls.
    • Provides users control over SMS notifications, enhancing compliance with privacy requirements and user preferences.
    • Integrates secure user authentication methods to protect account linking in SMS conversations.

    Implementation Steps

    • Install the Conversational SMS Integration with Twilio application (snvasmstwilio) from the ServiceNow Store.
    • Associate your ServiceNow instance with a dedicated Twilio phone number for SMS conversations.
    • Create and configure SMS conversation topics in Virtual Agent Designer to tailor user interactions.
    • Set up and enforce SMS authentication using Soft PIN and Google authenticators for secure user verification.
    • Enable live agent handoffs and manage SMS notifications according to user preferences.

    Host Virtual Agent conversations on Twilio SMS to chat with virtual agent or live agents. Use the Conversational SMS Integration with Twilio app, available from the ServiceNow Store, to associate your instance with SMS Twilio.

    Capturing information from a user in an SMS chat conversation

    Conversational SMS Integration with Twilio enables users to initiate conversations with Virtual Agent by messaging your Twilio phone number.
    Note:
    Do not use the same ServiceNowTwilioDirect or Twilio Notify phone number for Conversational SMS Integration with Twilio. Instead, use separate Twilio numbers for Conversational SMS Integration with Twilio and ServiceNowTwilioDirect.
    Figure 1. Example SMS conversation with Virtual Agent
    The user texts, "I have an issue." Virtual Agent asks for additional information and offers 4 choices for the user to select: Product issue, Order support, Billing, and Other.

    If a bot transfers the conversation to a live agent, the agent can respond to SMS messages in Agent Workspace.

    After you set up the Conversational SMS Integration with Twilio, you can create SMS conversation topics in Virtual Agent Designer. For more information on using the tool, see Getting started with Virtual Agent Designer

    Supported controls

    The Conversational SMS Integration with Twilio does not support all the available controls in Virtual Agent Designer.

    The following user input controls are supported in Twilio SMS conversations:
    Table 1. Supported user input controls
    User input control Description
    Text

    User enters a plain text string in the conversation.

    User enters text in a conversation: "I need help!"
    Static Choice

    User selects an item from a predefined list.

    User enters "CHANGE." The bot displays 3 additional timeslots and an "Other" option. The user enters the number for a new timeslot. Appointment is confirmed.
    Dynamic Choice

    User selects an item from a list that is created dynamically. For example, the user can select from a list of cases that they opened.

    The bot displays the user's 7 open cases. The user enters 6, and the bot provides a link to view that case.
    Boolean

    User enters a Boolean response to the bot. For example, the user can reply "Yes" or "No" in the conversation.

    The bot congratulates the user on their purchase and offers to display more information. The user enters "Yes," so the bot provides a link to a KB article.
    File picker User sends a file to the bot.
    Note:
    Conversational SMS Integration with Twilio doesn't support all file types. Only images can be sent in an SMS conversation.

    The bot displays an example image that indicates the serial number location. The user uploads a photo of their product's serial number.

    For more information on configuring user input controls, see Virtual Agent Designer user input controls.

    The following bot responses are supported in Twilio SMS conversations:
    Table 2. Supported bot responses
    Bot response Description
    Text Bot sends a plain text string to the user.

    Bot sends a text: "Your order is scheduled for install on Dec 25th between 10am and 1pm. Is this ok?" The user enters YES, and the bot confirms their choice.
    Image Bot sends an image to the user.

    The bot sends an image that shows the user where to find their product's serial number.
    Link Bot sends a web link to the user.

    The bot sends an appointment confirmation to the user, who enters CHANGE. The bot responds with a link where the user can view new appointment options.
    Card Bot sends selected information from a record on your instance.

    When the user says their router is on fire, the bot creates a case and sends the card with the number, priority, assigned agent, and a link.
    For more information on configuring bot responses, see Virtual Agent Designer bot responses.

    Live agents can use the Text, Card, and Image response controls to reply to users in SMS conversations.

    User subscriptions for SMS update notifications

    Beginning with version 1.1.1, your users with ServiceNow accounts (sys_user profiles) can choose to start or stop receiving SMS updates in their conversations.
    Note:
    Notifications in messaging channels can be sent to users with ServiceNow accounts. Other recipients, such as consumer and customer contacts, are considered to be guests and cannot receive notifications on messaging channels.
    To comply with privacy regulations, user notifications are turned off by default. Users can opt in or change their settings in the following ways:
    • To check SMS notification settings for the account, send this text: Notification
    • To receive SMS notifications, send this text: START
    • To stop receiving SMS notifications, send this text: STOP
    Figure 2. Changing SMS notification settings
    The user enters "notifications" to view settings, which are currently on. The user enters STOP, and the bot unsubscribes them. When the user enters START, the bot confirms the re-subscription.

    To learn more about Virtual Agent notifications, see Configuring Virtual Agent notifications.

    For details about creating content for a messaging notification, see Define Virtual Agent notification contents.