---
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


---

# Agent-Initiated Messaging Interface

# Agent-Initiated Messaging Interface {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Enable agents to initiate conversations with customers on a messaging app of customers'
choice by using the ServiceNow®
Agent-Initiated Messaging Interface application.

## Request apps on the Store {#agent-init-messg-interface__section_nms_plv_5mb}

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).{#agent-init-messg-interface__inline-send-to-store}

## Overview of Agent-Initiated Messaging Interface {#agent-init-messg-interface__section_tbk_1qz_2mb}

The Agent-Initiated Messaging Interface application supports agent-initiated conversations for any type of messaging channels such as SMS.  
Note:  
The messaging channels are available based on the application associated with the service channel you install. For more information, see [Service channels](https://www.servicenow.com/docs/WMRab_YTZG2Owyvpv93dzA "Provide customer support by automatically routing incoming work to agents through service channels.").

By default, the application is configured for the Conversational SMS service channel in the
CSM Configurable Workspace. For more information, see [Conversational SMS service
channel](https://www.servicenow.com/docs/WLv3tnBFzTc9~0K6SpBLwQ "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.") and [Initiate messaging conversations from the
CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=agent-init-messg-csm-cws&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).