Exploring Conversational SMS Integration with Twilio

Conversational SMS Integration with Twilio enables users to initiate conversations with Virtual Agent by messaging your Twilio phone number.

注:

Do not use the same ServiceNowTwilioDirect or Twilio Notify phone number for Conversational SMS Integration with Twilio. Instead, use separate Twilio numbers for Conversational SMS Integration with Twilio and ServiceNowTwilioDirect.

図 : 1. Example SMS conversation with Virtual Agent

If a bot transfers the conversation to a live agent, the agent can respond to SMS messages in Agent Workspace.

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

Capturing information from a user in an SMS chat conversation

Supported controls

The Conversational SMS Integration with Twilio does not support all the available controls in Virtual Agent Designer.

The following user input controls are supported in Twilio SMS conversations:

表 : 1. Supported user input controls

User input control	Description
Text	User enters a plain text string in the conversation.
Static Choice	User selects an item from a predefined list.
Dynamic Choice	User selects an item from a list that is created dynamically. For example, the user can select from a list of cases that they opened.
Boolean	User enters a Boolean response to the bot. For example, the user can reply "Yes" or "No" in the conversation.
File picker	User sends a file to the bot. 注: Conversational SMS Integration with Twilio doesn't support all file types. Only images can be sent in an SMS conversation.

For more information on configuring user input controls, see Virtual Agent Designer user input controls.

The following bot responses are supported in Twilio SMS conversations:

表 : 2. Supported bot responses

Bot response	Description
Text	Bot sends a plain text string to the user.
Image	Bot sends an image to the user.
Link	Bot sends a web link to the user.
Card	Bot sends selected information from a record on your instance.

For more information on configuring bot responses, see Virtual Agent Designer bot responses.

Live agents can use the Text, Card, and Image response controls to reply to users in SMS conversations.

User subscriptions for SMS update notifications

Beginning with version 1.1.1, your users with ServiceNow accounts (sys_user profiles) can choose to start or stop receiving SMS updates in their conversations.

注:

Notifications in messaging channels can be sent to users with ServiceNow accounts. Other recipients, such as consumer and customer contacts, are considered to be guests and cannot receive notifications on messaging channels.

To comply with privacy regulations, user notifications are turned off by default. Users can opt in or change their settings in the following ways:

• To check SMS notification settings for the account, send this text: Notification
• To receive SMS notifications, send this text: START
• To stop receiving SMS notifications, send this text: STOP

図 : 2. Changing SMS notification settings

To learn more about Virtual Agent notifications, see Configuring Virtual Agent notifications.

For details about creating content for a messaging notification, see Define Virtual Agent notification contents.

What to explore next

To learn more about configuring and using , see:

• Configuring Conversational SMS Integration with Twilio
• Using Conversational SMS Integration with Twilio