Configuring Agent-Initiated Messaging Interface

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Set up the Agent-Initiated Messaging Interface application to enable agents to send messages to customers through different messaging channels.

    Table 1. Agent-Initiated Messaging Interface configuration tasks
    Task Description
    1. Install agent-initiated messaging interface. Install the Agent-Initiated Messaging Interface application to integrate a messaging channel with your ServiceNow instance.
    2. Set up agent-initiated message interface for a messaging channel. Set up the Agent-Initiated Messaging Interface application to send messages from a messaging channel.
    3. (Optional) Associate user profiles with agent-initiated messages. Use scripted extension points to call custom scripts for associating user profiles with agent-initiated messages.
    4. (Optional) Validate recipient IDs for agent-initiated messagesValidate recipient IDs for agent-initiated messages . Use scripted extension points to call custom scripts for validating the format of a recipient ID associated with a messaging channel.
    5. (Optional) Determine whether messaging channels are available for agent-initiated messages. Use scripted extension points to call custom scripts for determining whether a messaging channel is applicable to a user profile in an agent-initiated message.