Configure a provider for your custom chat integration

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

    • Create a new provider for your custom chat integration. Providers are defined in the Connections [sys_cs_provider] table.

    Before you begin

    Create a new channel for your custom chat integration.

    Role required: admin

    About this task

    Configure a new provider for each integration that you set up.

    Procedure

    1. Navigate to All, and then enter sys_cs_provider.list in the filter.
    2. On the Connections page, select New Custom.
    3. On the form, fill in the fields.
      Field Description
      Name Name of your provider application. For example: VA SMS Twilio Adapter
      Provider attributes action Name of the provider attributes action script. The provider attributes action script can return a Provider auth token, a user identifier, user input, and context variables.
      Response processor action Name of the response processor action script. The Response processor action script performs platform actions. For example, updating a message status based on the response received for an outbound message.
      Version The version of the provider. The framework is able to send the expected inputs to actions and subflows and handle the expected outputs. There are 2 versions:
      • 1.0.0: The assumed version unless explicitly defined on the provider.
      • 1.1.0: The outbound_token input parameter (from the provider channel identity) was added to invocations of the sender subflow/action.
      HTML to Image conversion required Option to convert an HTML bot response into an image and link. Used for chat interfaces that do not support HTML rendering.
      Allow account linking

      Option to link your account to an existing ServiceNow® profile.
      Channel Channel that this provider supports and the one to which the integration is being built.
      Sender action

      The sender action script. The sender action script bundles the request and then sends the response via Workflow Studio or Integration Hub asynchronously.
      Sender subflow

      The sender subflow bundles the request and sends the response via Workflow Studio (FD) or Integration Hub (IH) asynchronously.

      ​
      Contextual action Name of the contextual action script. The contextual action script supports custom contextual actions.
    4. Click Submit.
      Custom chat integration.

    What to do next

    Set up message authentication for your custom chat configuration