---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Conversational SMS service channel

# Conversational SMS service channel {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 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 on the ServiceNow Store enables workspace agents to manage and support long-running SMS conversations while also interacting across multiple service channels.
This allows requesters to initiate support via SMS and ensures agents can track ongoing conversations effectively.
Agents can initiate or continue SMS conversations and manage SMS work items from their Workspace Inbox.
Show full answer Show less  

## Key Features

* **Messaging Profiles:** Automatically matches incoming SMS numbers to requesters in the User table or creates new messaging profile records when no match exists. This ensures accurate tracking of interactions.
* **Messaging Actions:** Triggers specific actions based on messaging activity, such as sending notifications to agents or setting interaction states, enhancing responsiveness in conversations.
* **Ongoing Conversations:** Agents can view new SMS messages and locate assigned conversations in the Ongoing tab, ensuring they are aware of all interactions.
* **Requester Initiated Conversations:** Requests for support via SMS are routed efficiently to either virtual or live agents, ensuring timely responses based on existing interactions.
* **Agent Initiated Conversations:** Agents can initiate SMS conversations using designated provider numbers, with system support for managing ongoing interactions.

## Key Outcomes

By leveraging the Conversational SMS service channel, ServiceNow customers can enhance their customer support capabilities, maintain effective communication through SMS, and ensure agents have the tools necessary to manage interactions seamlessly. This results in improved customer satisfaction and streamlined support processes, making it easier for agents to provide timely assistance.  
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​.