---
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
---
# Set up the Conversational SMS Integration with Twilio
# Set up the Conversational SMS Integration with Twilio {#ariaid-title1}
Release version: Brazil
Updated September 10, 2026
 2 minutes to read
Integrate Twilio with Virtual Agent so that you can
engage in SMS bot conversations.
## Before you begin
Before you can set up the Conversational SMS Integration with Twilio, complete the following tasks:
1. Ensure that you have valid ServiceNow entitlements for the following products and applications:
* Integration Hub
* Twilio spoke
* Conversational SMS Service Channel
* Conversational SMS Integration with Twilio
{#configure-twilio-adapter__ul_uh3_fyy_2mb}
For more information, see [Get entitlement for a ServiceNow product or application](https://store.servicenow.com/$appstore.do#!/store/help?article=KB0030186).
2. Install the following applications on your instance:
* Integration Hub
* Twilio spoke
* Conversational SMS Service Channel
* Conversational SMS Integration with Twilio
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3. [Set up Twilio
spoke](https://www.servicenow.com/docs/access?context=setup-twilio&version=brazil&pubname=brazil-integrate-applications&ft:locale=en-US)
4. Ensure that the Conversational Custom Chat Integration plugin (com.glide.cs.custom.adapter) is active on your instance.
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Role required: external_app_install_admin or va_admin
## Procedure
1. Create a Hash Message Verification record.
1. In the navigation filter, enter hash_message_verification.list and click New.
2. On the form, fill in the fields.
{#configure-twilio-adapter__table_rw5_syy_2mb__entry__2}
| Field | Description |
|-|-|
| Name | Name of the auth token, such as TwilioSMSTestAppAuthToken. |
| Description | Description of the auth token, such as "Twilio SMS Testing application Auth Token." |
| Secret | Auth token that is associated with your Twilio phone number. |
[Table 1. Hash Message Verification form]
{#configure-twilio-adapter__table_rw5_syy_2mb}
3. Click Submit.
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2. Create a Message Auth record.
1. In the navigation filter, enter message_auth.list and click New.
2. On the form, fill in the fields.
{#configure-twilio-adapter__table_nb4_vvr_cmb__entry__2}
| Field | Description |
|-|-|
| Name | Name of the message auth, such as VA Twilio SMS Test App Message Auth. |
| Provider | Provider of the auth token. Enter Twilio. |
| Group name | Name of the recipient group. Leave this field blank. |
| Service Portal | Service Portal that is associated with the message auth. Leave this field blank. |
| Inbound message verification | Hash message token that you created. |
| Outbound message verification | Hash message token that you created. |
| Outbound service token | Authorized outbound service token. Leave this field blank. |
[Table 2. Message Auth form]
{#configure-twilio-adapter__table_nb4_vvr_cmb}
3. Click Submit.
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3. Create a Messaging Provider Application record.
1. Navigate to Conversational InterfacesSMS integration with Twilio and click New.
2. On the form, fill in the fields.
{#configure-twilio-adapter__table_f34_25r_cmb__entry__2}
| Field | Description |
|-|-|
| Name | Name of the entity that users are contacting, such as IT Service Desk. |
| Phone Number | Twilio phone number that users are contacting. Note: Be sure to include the '+' symbol and the country code in front of the phone number. For example: +18185559485. |
| Message auth | Message auth that you created. |
[Table 3. Messaging Provider Application form]
{#configure-twilio-adapter__table_f34_25r_cmb}
3. Click Submit.
{#configure-twilio-adapter__substeps_ads_mzy_2mb} {#configure-twilio-adapter__mess-prov-app}
{#configure-twilio-adapter__mess-prov-app}
4. In the Twilio Console, for the phone number that you specified in Step [3](https://www.servicenow.com/docs/CD85E~bSU91xw9zWdD0XqA#configure-twilio-adapter__mess-prov-app), update the SMS incoming web-hook.
To update the web-hook, navigate to the phone number in your Twilio console: Phone NumbersManagerActive numbers. Click on the phone number and enter the following address in the Messaging web-hook field:
https://.service-now.com/api/sn_va_sms_twilio/message
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## What to do next
After you set up the Conversational SMS Integration with Twilio, you can create SMS conversation topics in the Assistant Designer asset library. For more information, see [Build conversations in the Asset library in Assistant Designer](https://www.servicenow.com/docs/qOQICMWBk481tzqsg9dmAg "The Assistant Designer Asset library includes a diagram tool for creating and managing assets, which are blueprints for conversations between a Virtual Agent and a user. You can design topics that help your users resolve common work issues or guide them through self-service tasks.").
**Related tasks**
* [Install Conversational SMS Integration with Twilio](https://www.servicenow.com/docs/4IPhi869Marn~RcyTeiR4g "You can install the Conversational SMS Integration with Twilio (sn_va_sms_twilio) application to host Virtual Agent conversations in the SMS Twilio application.")
**Related topics**
* [Install a ServiceNow Store application](https://www.servicenow.com/docs/access?context=servicenow-store&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US)
* [Activate a plugin](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US)
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