Virtual Agent conversations for Vaccination Status
Summarize
Summary of Virtual Agent conversations for Vaccination Status
The Vaccination Status Virtual Agent conversation enables users to report their COVID-19 vaccination status via SMS. This chatbot interaction collects whether the user has been vaccinated, the vaccination date, and the vaccine type. It is designed to streamline vaccination data collection directly through SMS messaging.
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Installation and Setup Requirements
- A Twilio account and phone number are required for SMS integration.
- The ServiceNow Virtual Agent plugin (com.glide.cs.chatbot) and the Conversational SMS Integration with Twilio application (snvasmstwilio) must be installed and configured.
- On-premise customers installing Safe Workplace applications for the first time need a scoped admin role to create a Restricted Caller Access (RCA) record for cross-scope access necessary for the Twilio integration.
Configuration
- User records must include mobile phone numbers in E.164 format to receive SMS messages.
- Privacy consent for Vaccination Status must be configured and accepted by users before they can report their status via SMS. The Virtual Agent will prompt users to complete consent if not already provided.
- Users must belong to an audience linked to a vaccine privacy consent outreach to approve consent via SMS.
- An SMS outreach is used to notify users they can report vaccination status via the Virtual Agent. This requires configuring the outreach by adding users to the designated audience and scheduling or customizing the message.
Customization and Management
- The Vaccine conversation topic is pre-built and ready for use but can be customized through the Virtual Agent Designer to fit organizational needs.
- Vaccine types presented in the conversation are defined in the Vaccine response definition table, where display names can be set using the SMS friendly name field to ensure clarity in messages.
Key Benefits for ServiceNow Customers
- Enables efficient vaccination status collection via SMS, improving user accessibility and response rates.
- Integrates securely with existing ServiceNow and Twilio infrastructure while respecting privacy consent requirements.
- Provides flexibility to customize conversation flows and vaccine options to align with evolving organizational policies.
Vaccination Status provides a Virtual Agent conversation that enables users to report their vaccination status via SMS.
A ServiceNow® Virtual Agent conversation topic defines the dialog between the Virtual Agent (chatbot) and the user to accomplish a specific goal. The provided Vaccine conversation topic asks whether the user has been vaccinated, the date that they received the vaccine, and the type of vaccine that they received.
Installation and setup requirements
To use Virtual Agent with SMS, your organization must have a Twilio account and phone number. You must also install the Virtual Agent plugin (com.glide.cs.chatbot) and set up the Conversational SMS Integration with Twilio application (sn_va_sms_twilio). For more information, see Set up the Conversational SMS Integration with Twilio.
On-premise customers who install the Safe Workplace applications in the Rome release for the first time require a scoped admin role to create an approved scope-to-scope Restricted Caller Access (RCA) record in Vaccination Status. This cross-scoped access is required for Conversational SMS Integration with Twilio to function in the Vaccination Status application.
| Field | Value |
|---|---|
| Source Scope | Emergency Outreach |
| Source Type | Scope |
| Status | Vaccination Status |
| Application | Vaccination Status |
| Target Type | Scope |
For more information on creating caller access records, see Set application scope, application resource, and event access.
Configuration
To receive SMS messages for Vaccination Status, users must have a mobile phone number listed on their user record [sys_user]. Mobile numbers must be in E.164 format. For example, +18585551212.
Vaccination Status uses an SMS outreach to let users know that they can report their vaccination status via SMS. The outreach provides users with the information that they need to begin interacting with the Vaccine Virtual Agent conversation. To configure the outreach, add users to the placeholder Vaccination status request audience. For detailed instructions about adding users to an audience, see Add a Safe Workplace audience. Then, add the audience to the placeholder Vaccination status request outreach and make any modifications to the outreach if needed, such as scheduling a time to send.
Once users receive the SMS outreach, they can report their vaccination status through the Vaccine Virtual Agent conversation. The Vaccine conversation topic is ready to use without modifications, but can be customized to meet your organization's requirements. To view or edit the Vaccine conversation topic, navigate to . For more information about updating conversation topics, see Virtual Agent Designer.
The Vaccine conversation provides the user with options to select which type of vaccine they received. These options are pulled from the Vaccine response definition table [sn_imt_vaccine_vaccine_response_definition]. To set the display name for a vaccine type, enter the name in the SMS friendly name field on the vaccine response definition record.