Agent-Initiated Messaging Interface

  • Release version: Australia
  • Updated March 12, 2026
  • 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.

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    Visit the ServiceNow Store 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.

    Overview of Agent-Initiated Messaging Interface

    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.

    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 and Initiate messaging conversations from the CSM Configurable Workspace.