Set up the Conversational SMS Integration with Twilio

  • Release version: Australia
  • Updated March 12, 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

      For more information, see Get entitlement for a ServiceNow product or application.

    2. Install the following applications on your instance:
      • Integration Hub
      • Twilio spoke
      • Conversational SMS Service Channel
      • Conversational SMS Integration with Twilio
    3. Set up Twilio spoke
    4. Ensure that the Conversational Custom Chat Integration plugin (com.glide.cs.custom.adapter) is active on your instance.

    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.
        Table 1. Hash Message Verification form
        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.
      3. Click Submit.
    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.
        Table 2. Message Auth form
        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.
      3. Click Submit.
    3. Create a Messaging Provider Application record.
      1. Navigate to Conversational Interfaces > SMS integration with Twilio and click New.
      2. On the form, fill in the fields.
        Table 3. Messaging Provider Application form
        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.
      3. Click Submit.
    4. In the Twilio Console, for the phone number that you specified in Step 3, update the SMS incoming web-hook.
      To update the web-hook, navigate to the phone number in your Twilio console: Phone Numbers > Manager > Active numbers. Click on the phone number and enter the following address in the Messaging web-hook field: 
      https://<instance-name>.service-now.com/api/sn_va_sms_twilio/message

    What to do next

    After you set up the Conversational SMS Integration with Twilio, you can create SMS conversation topics in Virtual Agent Designer. For more information on using the tool, see Virtual Agent Designer.