--- sourceDocument: Brazil Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Conversational SMS service channel # Conversational SMS service channel {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Conversational SMS Service Channel The Conversational SMS service channel app from the ServiceNow Store enables workspace agents to manage long-running SMS support conversations alongside other service channels within the Workspace Inbox. It helps agents initiate, continue, and track SMS conversations efficiently while minimizing system messages visible to requesters to keep conversations clear and focused. Show full answer Show less ## Messaging Profiles Messaging profiles link incoming SMS phone numbers to requester records in the system. The app automatically creates or associates messaging profiles based on whether the phone number matches existing users: * If a phone number matches a user in the **User \[sysuser\]** table but has no messaging profile, a profile is created and linked. * If a phone number does not match a user but matches a messaging profile, the interaction links to that profile without associating it to a user record. * If there is no match in either users or profiles, the interaction links to a guest user, and a profile is created without user association. * If conflicts arise, the interaction links to the currently associated profile or user; agents can manually verify and correct associations. ## Messaging Actions Messaging actions enable automated responses or workflow triggers based on conversation activity. Actions are triggered by events such as messages sent by requesters or agents, with timers and conditions controlling when actions occur. Possible actions include: * Prompting agents via Workspace notifications * Sending system messages to requesters * Reassigning interactions * Setting the interaction state (e.g., "On Hold") ## Ongoing Conversations The Agent Inbox features an Ongoing tab where agents can view current SMS conversations, indicated by new message alerts. Unlike chat, SMS conversations can be long-running, and completed conversations do not appear here, helping agents prioritize active requests. ## Requester-Initiated SMS Conversations When a requester sends an SMS, the system handles the conversation as follows: * If no active SMS interaction exists, a new interaction is created and assigned to a virtual or live agent. * If an active interaction exists with a live agent, the message is injected into the existing conversation. * If an active interaction exists with a virtual agent, the message continues the existing virtual agent topic. Advanced Work Assignment routes SMS conversations similarly to other service channels, ensuring efficient management. ## Agent-Initiated SMS Conversations Agents can start SMS conversations by selecting or entering a provider number. The app manages ongoing interactions as follows: * If no active SMS interaction exists, a new one is created and assigned to the agent. * If an active interaction exists with an agent, the message is added to that conversation without reassignment. * If an active interaction involves a virtual agent, the existing interaction is closed, and a new one is created for the agent. * If an active interaction involves a different user/contact, the existing interaction is closed, a new channel user profile is created (deactivating the old one), and a new interaction is assigned to the agent. ## Benefits for ServiceNow Customers Using the Conversational SMS service channel app allows ServiceNow customers to provide seamless SMS support integrated with other channels, handle complex and long-running SMS interactions, and efficiently manage message routing and agent workload. This results in improved customer engagement, better agent productivity, and consistent conversation tracking across platforms. Using the Conversational SMS service channel app on the ServiceNow Store, workspace agents can provide support for long-running SMS conversations and conversations that use multiple service channels. ## Request apps on the Store {#conversation-sms-service-channel-store-app__parent-topic-send-to-store} Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#conversation-sms-service-channel-store-app__inline-send-to-store} ## Overview {#conversation-sms-service-channel-store-app__section_ep1_wcj_gmb} Requesters can initiate support conversations through SMS. Since these support conversations can be long-running, workspace agents need the ability to track ongoing conversations while also addressing requesters on other service channels. With the Conversational SMS service channel store app, workspace agents can initiate or continue SMS conversations and also accept SMS work items from the Workspace Inbox. Requesters in SMS conversations see a limited subset of system messages. This minimizes the number of system messages in case the conversation is long-running. ## Messaging profiles {#conversation-sms-service-channel-store-app__section_usj_mq2_hmb} Messaging profiles provide a way to match an incoming phone number to a requester: {#conversation-sms-service-channel-store-app__table_fg5_gck_gmb__entry__2} | If | Then | |-|-| | New SMS is received from a requester who is associated to a phone number on the User \[sys_user\] table but has no messaging profile match | * A messaging profile record is generated to match the number to the User table. * An interaction record is associated to the matching User table. {#conversation-sms-service-channel-store-app__ul_txk_jck_gmb} | | New message received from a requester who does not have a phone number match in the User table but does have messaging profile match​ | * An interaction record is associated to the matching messaging profile user. * The User table record is not associated to the phone number. The agent can manually verify. {#conversation-sms-service-channel-store-app__ul_msj_kck_gmb} | | New message received from a requester who does not have a phone number match in the User table or messaging profiles​ | * An interaction record is associated to the guest user (Virtual agent or live agent can manually verify). * A messaging profile record is generated for the phone number but not associated to a user. {#conversation-sms-service-channel-store-app__ul_qsb_lck_gmb} | | New SMS from a requester that conflicts with an existing User table or messaging profile​ | * An interaction is associated with the messaging profile/user currently associated with the number. * Virtual agent or live agent can verify the user and reassociate the interaction/profile with the correct user. {#conversation-sms-service-channel-store-app__ul_vp5_lck_gmb} | [ ] {#conversation-sms-service-channel-store-app__table_fg5_gck_gmb} ## Messaging actions {#conversation-sms-service-channel-store-app__section_vhx_5q2_hmb} Messaging actions provide a way to trigger actions based on messaging activity on a conversation. {#conversation-sms-service-channel-store-app__table_bkl_4ck_gmb__entry__2} | Messaging action parameters | Description | |-|-| | Event​ 1. Requester message without agent response 2. Agent message without requester response {#conversation-sms-service-channel-store-app__ol_kjn_pck_gmb} | Sending of a message from a requester or agent starts a timer that can trigger an action | | Duration | Time set to trigger an action based on the Event parameter being set​ | | Filter conditions | Condition needed on the Interaction record for a messaging action to be triggered (for example, State is "On Hold")​ | | Action | Possible actions include: * Prompt agent -- Sent Workspace notification to agent * Prompt requester -- Sent system message in messaging conversation to requester * Reassign -- Remove assigned agent from interaction * Set state -- Set Interaction state to desired state {#conversation-sms-service-channel-store-app__ul_wzv_rck_gmb} | [ ] {#conversation-sms-service-channel-store-app__table_bkl_4ck_gmb} ## Ongoing conversations {#conversation-sms-service-channel-store-app__section_uql_rq2_hmb} The Agent Inbox displays new SMS messages and agents can locate currently assigned SMS conversations in the Ongoing tab. The tab indicator and record highlight indicate when an SMS conversation has a new message​. Unlike chat conversations, SMS conversations can be long-running. Completed SMS conversations do not display in the Ongoing tab. ## Requester initiated SMS conversations {#conversation-sms-service-channel-store-app__section_umt_3q2_hmb} When a requester initiates a support conversation, a virtual agent or a live agent addresses the conversation. Like other service channels, Advanced Work Assignment handles the routing of SMS conversations to live agents. This is how requester-initiated SMS conversations are handled: {#conversation-sms-service-channel-store-app__table_mfj_b1k_gmb__entry__2} | If | Then | |-|-| | There is no active SMS interaction | * Create a new SMS interaction * Assign the interaction to a virtual agent or a live agent {#conversation-sms-service-channel-store-app__ul_zmy_d1k_gmb} | | There is an active interaction involving a live agent | * Inject the message into an existing conversation * Continue with agent in current conversation * Track using the same interaction record {#conversation-sms-service-channel-store-app__ul_rkb_g1k_gmb} | | There is an active interaction involving a virtual agent | * Inject the message into existing conversation * Continue with existing virtual agent topic * Track using the same interaction record {#conversation-sms-service-channel-store-app__ul_jhb_j1k_gmb} | [ ] {#conversation-sms-service-channel-store-app__table_mfj_b1k_gmb} An active SMS interaction represents an ongoing conversation between a requester's phone number and a company's phone number. ## Agent initiated SMS conversations {#conversation-sms-service-channel-store-app__section_hnk_xq2_hmb} To initiate an SMS conversation with a requester, agents can select a provider number for an outbound service or manually enter a provider number. If there is a current ongoing SMS conversation, it automatically appears. When an agent initiates an SMS conversation: {#conversation-sms-service-channel-store-app__table_vp2_ykk_gmb__entry__2} | If | Then | |-|-| | There is no active SMS interaction​ | * Create a new SMS interaction * Assign interaction to agent {#conversation-sms-service-channel-store-app__ul_f3m_zkk_gmb} | | There is an active interaction involving an agent​ | * Inject the message into existing conversation * Add agent to live group profile * No reassignment {#conversation-sms-service-channel-store-app__ul_ndb_1lk_gmb} | | There is an active interaction involving VA​ | * Close existing interaction * Create a new interaction and assign to agent {#conversation-sms-service-channel-store-app__ul_pxr_1lk_gmb} | | There is an active interaction involving a different contact/consumer/user​ | * Close existing interaction * Create a new channel user profile and deactivate the existing channel user profile * Create a new interaction and assign to agent {#conversation-sms-service-channel-store-app__ul_q3j_blk_gmb} | [ ] {#conversation-sms-service-channel-store-app__table_vp2_ykk_gmb} An active SMS interaction represents an ongoing conversation between a requester's phone number and a company's phone number​.