---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Share knowledge articles in phone interactions

# Share knowledge articles in phone interactions {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

During a phone conversation, agents can send helpful knowledge base (KB) articles to customers through SMS using the Add link in message option.

## Before you begin

Required plugins: To enable the Add link in message functionality, install the following plugins:

* Conversational SMS Service Channel (sn_awa_sms_int)
* Agent Messaging Component (sn_agent_messaging)
* Agent-Initiated Messaging Interface (sn_agent_initiated)
* SMS Adapter Plugin (for example, sn_sms_aws_adapter, or any other supported SMS adapter)  
  Note:  
  The system supports multiple SMS adapters. Verify that your selected adapter is compatible with the Conversational SMS framework.
{#ra-csm-guidances-share-kb-in-phone__ul_fqv_hds_1gc}  
If the required plugins are not installed, the Add link in message action is not available. Instead, the system displays other guidance actions such as:

* Copy link (default primary action)
* Read article in full view
* Mark article as helpful
* Flag article
{#ra-csm-guidances-share-kb-in-phone__ul_owt_hqb_yfc}

Role required: none

## Procedure

1. Select Add link in message in the interaction record.  
   The Compose Message modal opens with a preview to the article and a pre-filled message.
2. Customize the message as needed.
3. Review how the To field is populated.  
   During phone interactions, the system auto-populates the To field using the following order:
   * If the Contact field is populated, the phone number from that contact is used.
   * If the Contact field is empty, the system uses the phone number from the Opened For field.
   * If both fields are empty, agents can manually enter a valid phone number.
   {#ra-csm-guidances-share-kb-in-phone__ul_cvh_kk2_bgc}
4. **Optional:** If an agent manually changes the phone number in the To field:  
   * The system treats it as a new interaction.
   * The previous message is logged as sent to the original number.
   * The new message is tracked separately to maintain clarity on what was shared and with whom.
   {#ra-csm-guidances-share-kb-in-phone__ul_ypc_tk2_bgc}
5. Select Send to send the message to the customer.
6. After the message is sent:  
   * A confirmation appears in the Notifications panel.
   * Select View interaction from the notification to open the related interaction record.
   * The message also appears in the Active SMS side panel.
   {#ra-csm-guidances-share-kb-in-phone__ul_axs_zk2_bgc}
{#ra-csm-guidances-share-kb-in-phone__steps_vxl_grs_1gc}