---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/conversational-interfaces
Release :
- australia
ft:locale :
- en-US
ft:publication_title :
- Australia Conversational Interfaces
ft:clusterId :
- convint
bundleId :
- convint
workflow :
- Platform
---
# Explore
# Exploring Conversational SMS Integration with Twilio {#ariaid-title1}
Release version: Australia
Updated March 12, 2026
 2 minutes to read
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## Summary of Exploring Conversational SMS Integration with Twilio
Conversational SMS Integration with Twilio allows ServiceNow customers to engage users through SMS by connecting Twilio phone numbers with Virtual Agent.
Users can initiate conversations by messaging a dedicated Twilio number (separate from other Twilio integrations like ServiceNowTwilioDirect).
Conversations can be escalated to live agents who manage SMS replies within Agent Workspace.
After setup, customers can create SMS conversation topics using Virtual Agent Designer.
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## Supported Controls and Responses
The integration supports a subset of Virtual Agent user input controls and bot responses optimized for SMS:
* **User Input Controls Supported:** Text input, Static Choice, Dynamic Choice (e.g., selecting from a dynamic list like cases), Boolean responses (e.g., "Yes"/"No"), and File picker (limited to image files only).
* **Bot Responses Supported:** Text messages, Images, Web links, and Cards displaying selected record information from ServiceNow.
* Live agents can respond using Text, Card, and Image response controls in SMS conversations.
## User SMS Notification Subscriptions
From version 1.1.1 onward, ServiceNow users (sysuser profiles) can opt in or out of receiving SMS conversation updates to comply with privacy regulations. Notifications are disabled by default.
* Users can check notification status by texting: **Notification**
* Opt in by texting: **START**
* Opt out by texting: **STOP**
Note that only users with ServiceNow accounts can receive these SMS notifications, while guests cannot.
## Practical Benefits for ServiceNow Customers
* Enables seamless SMS-based engagement with Virtual Agent, expanding user accessibility.
* Facilitates smooth escalation to live agents within familiar Agent Workspace for consistent support.
* Supports common conversational inputs and outputs optimized for SMS, ensuring effective interactions.
* Allows users to control their notification preferences, helping organizations comply with privacy requirements.
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
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 about using the tool, see [Getting started with the Asset library in Assistant Designer](https://www.servicenow.com/docs/ZSHubJIiz1AbowMvQgaAog "The Assistant Designer Asset library includes a diagram tool for creating and managing assets, which are blueprints for conversations between a Virtual Agent and a user. You can design topics that help your users resolve common work issues or guide them through self-service tasks.").
## Capturing information from a user in an SMS chat conversation {#exploring-va-sms-twilio-app__section_tbk_1qz_2mb}
## Supported controls {#exploring-va-sms-twilio-app__section_gfh_cqz_2mb}
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:{#exploring-va-sms-twilio-app__table_fq2_gqz_2mb__entry__2}
| User input control | Description |
|-|-|
| Text | User enters a plain text string in the conversation. |
| Static Choice | User selects an item from a predefined list. |
| 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. |
| Boolean | User enters a Boolean response to the bot. For example, the user can reply "Yes" or "No" in the conversation. |
| 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. |
[Table 1. Supported user input controls]
{#exploring-va-sms-twilio-app__table_fq2_gqz_2mb}
For more information on configuring user input controls, see [Virtual Agent Designer user input controls](https://www.servicenow.com/docs/gfDlouC9E8VknQ33IKpE~Q "Use the collection of input controls provided by Assistant Designer to prompt and capture information from the user in a conversation.").
The following bot responses are supported in Twilio SMS conversations:{#exploring-va-sms-twilio-app__table_mq2_gqz_2mb__entry__2}
| Bot response | Description |
|-|-|
| Text | Bot sends a plain text string to the user. |
| Image | Bot sends an image to the user. |
| Link | Bot sends a web link to the user. |
| Card | Bot sends selected information from a record on your instance. |
[Table 2. Supported bot responses]
{#exploring-va-sms-twilio-app__table_mq2_gqz_2mb}For more information on configuring bot responses, see [Virtual Agent Designer bot responses](https://www.servicenow.com/docs/sv9owzV5tVgCKdfFVtvKxg "Assistant Designer offers various controls for displaying bot responses in a conversation. Because the bot responses occur in third-party platforms, the format for each output may vary.").
Live agents can use the Text, Card, and Image response controls to reply to users in SMS conversations.
## User subscriptions for SMS update notifications {#exploring-va-sms-twilio-app__section_ims_3lg_ppb}
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
{#exploring-va-sms-twilio-app__ul_fwv_41n_1qb}
Figure 2. Changing SMS notification settings
To learn more about Virtual Agent notifications, see [Configuring Virtual Agent notifications](https://www.servicenow.com/docs/UTdu7kgfTuX15~GxBGhiJQ "Send ServiceNow notifications directly to users via the Virtual Agent chatbot on supported messaging channels. Notifications can be simple informational messages for review, or actionable messages with buttons that users can select to perform certain actions.").
For details about creating content for a messaging notification, see [Define Virtual Agent notification contents](https://www.servicenow.com/docs/7pV7~QZVPTSRoMxCdnJBcQ "Create the content for a Virtual Agent notification delivered in a chat or messaging channel.").
## What to explore next {#exploring-va-sms-twilio-app__cf-exploring-parent-links}
To learn more about configuring and using , see:
* [Configuring Conversational SMS Integration with Twilio](https://www.servicenow.com/docs/trIO5tQjMlSST9DRK2f2Cg "Install Conversational SMS Integration with Twilio from the ServiceNow Store, configure it, and then configure SMS authentication.")
* [Using Conversational SMS Integration with Twilio](https://www.servicenow.com/docs/QFysm_ocp3w0tQt1EV6csw "Enable a requester to converse with an agent using SMS conversations with Twilio.")
{#exploring-va-sms-twilio-app__ul_k32_ysn_w2c}