Set up SMS integration on ServiceNow instance

  • Release version: Zurich
  • Updated June 16, 2026
  • 3 minutes to read

    • Set up conversational SMS on a ServiceNow instance to enable customers to seamlessly talk to virtual or live agents.

    Before you begin

    Role required: admin

    About this task

    Procure an Amazon Web Services (AWS) account with the administrative access to complete the setup of SMS integration and ensure to set up integration on Amazon Web Services before this. To learn how to set up integration on AWS, see Set up SMS End User Messaging Service and AWS resources.

    Procedure

    1. Create a Hash Message Verification record.
      1. In the navigation filter, enter hash_message_verification.list and select New.
      2. On the form, fill in the fields.
        Table 1. Hash Message Verification form
        Field Description
        Name Name of the auth token, such as AWSSMSTestAppAuthToken
        Description Description of the auth token.
        Secret Key value generated while uploading the key material to KMS key during the AWS setup. To learn more about key value, see Set up SMS End User Messaging Service and AWS resources.
        Domain Domain of the hash message, such as global.
      3. Select Update.
    2. Create a Message Auth record.
      1. In the navigation filter, enter message_auth.list and select New.
      2. On the form, fill in the fields.
        Table 2. Message Auth form
        Field Description
        Name Name of the message auth, such as VA AWS SMS App Message Auth.
        Provider Provider of the auth token. Enter Amazon.
        Group name Name of the recipient group. Leave this field blank.
        Service portal Portal that is associated with the message auth. Leave this field blank.
        Inbound message verification Hash message token that you created.
        Outbound message verification Hash message token that you created.
        Outbound service token Authorized outbound service token. Leave this field blank.
      3. Select Update.
    3. Create a provider channel identity record.
      1. In the navigation filter, enter sys_cs_provider.list and select New Custom.
      2. Select the Provider Channel Identity related list and select New.
        Table 3. Provider channel form
        Field Description
        Name Name of the provider channel identity record, such as VA SMS AWS Adapter Provider.
        Channel The communication channel of the record, such as AWS EUM.
        Short Description Description of the provider channel identity record.
        Inbound ID The phone number associated with Amazon Web Services that you created.
        Message Auth Name of the message auth, such as VA AWS SMS Test App Message Auth.
        Default portal Portal that is associated with the channel identity record.
    4. Add the following provider properties in the Provider Properties related list.
      Table 4. Provider properties for a channel identity record
      Property Value Description
      aws_end_user_messaging_configuration_set_arn optional Configuration to track the delivery of messages to the end user.
      enable_outbound_media true Configuration to store the outbound media exchanged during a live or virtual chat.
      Note:
      The value of the field is Empty by default. If the value of the property is set to True, a bucket name must be provided and media is sent in its original form. If the value of the property is anything but True, bucket name is optional, and media is sent as a link.
      aws_eum_api_base_url AWS URL Base URL for the AWS End User Messaging APIs configured based on region.

      To learn how to create a base URL, see documentation
      outbound_media_s3_destination_folder optional Destination folder to store media.
      outbound_media_s3_bucket_name required S3 bucket name for storing outbound media.
      Note:
      The provider properties' values can be provided at a provider channel. However, to override any property to make it specific to a provider channel identity record, then you must add the corresponding provider property at the provider channel identity.
    5. Add the Identity Access Management (IAM) user credentials.
      1. In the navigation filter, enter Connection & Credential Aliases and add the AWS credentials for both AWS_EUM. and Amazon S3.
      2. Select New to create a new credential.
      3. Select the type of AWS credentials from the list and select Update to open the AWS Credentials New record form.
      4. On the form, fill in the fields.
        Table 5. AWS Credentials New record form
        Field Description
        Name Name of the credential.
        Active Whether the credential is active or not.
        Access Key ID AWS Access Key ID
        Secret Access Key AWS Secret Key ID
        Credential Alias Alias for the credential, either EUM or S3.

        The credential alias is auto-selected.
        Algorithm AWS IAM Auth.
      5. Select Submit.