---
sourceDocument: Xanadu Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/employee-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Compose an SMS message from a chat in HR Service Delivery Agent Workspace

# Compose an SMS message from a chat in HR Service Delivery
Agent Workspace {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Create and send an outbound SMS message to a recipient directly from a chat
interaction. Access interactions assigned to you to follow up via SMS message when you need
more details from the employee.

## Before you begin

Role required: sn_hr_core.case_writer

## About this task

An interaction is a request for assistance made through chat, phone, or in person. Interaction records are automatically created when you are using agent chat.

The Compose SMS option is only enabled for
active chat interactions. For more information about interactions in HR Service Delivery, refer to [Using interactions in HR Service Delivery Agent Workspace](https://www.servicenow.com/docs/VcsJyV~KO3qIPq8L_oZU4w#agent-ws-hr-interactions "Use interaction records to create an HR case or reference employee information to decide to create a case or request from different types of employee communications.").

## Procedure

1. Navigate to AllHR Case ManagementHR Agent Workspace.
2. Select the ![List icon]() HR case list icon and navigate to InteractionsAssigned to me.
3. Select an active chat interaction for which you would like to respond to the recipient via an SMS message.
4. In the chat interaction modal, click the ![more options menu item]() more options icon and select Compose SMS to initiate an SMS conversation with the recipient.  
   The Send via SMS modal launches with Send from and Send to fields.
5. Use the drop-down Send to field to select the SMS recipient.  
   You can choose an automatically populated phone number or choose Other to enter the phone number manually in the Other number field. Automatically populated phone numbers display based on the following criteria:

   The Opened for field is populated on the interaction with phone
   number.

   The phone numbers as specified on the HR Profile record. The
   label for each phone number on the Send via SMS modal
   will match the label for the Phone number field on HR
   Profile record.

   If a manually added phone number is not associated
   with an existing active channel user profile record, the record is created
   automatically when you send the SMS message.  
   Note:  
   When an interaction is created with phone number p1, not associated with an existing HR Profile, a channel user profile is be created as a Guest. When the user updates an HR Profile, HRP1, with a phone number p1, the user is treated as HRP1.
6. Compose the SMS message, add an attachment if necessary, and send to the employee.  
   You can also select the ![HR Agent Workspace - Quick action icon]() quick action icon, or enter a back slash (/) in the chat area, to use quick actions for SMS messaging. See [Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-exploring&version=xanadu&pubname=xanadu-conversational-interfaces&ft:locale=en-US) for more information.  
   You will receive a confirmation when the SMS message is sent. Click the confirmation to view the interaction details,if desired.  
   Note:  
   For complete details regarding initiating SMS conversations in Agent Workspace, refer to [Agent initiated SMS
   conversation](https://www.servicenow.com/docs/access?context=agent-initiated-sms-store-app&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US). For details about using Agent Workspace with HR Service Delivery, refer to [Using the HR Service Delivery Agent Workspace](https://www.servicenow.com/docs/ASFUN~5qrMnzmpRTOep9sQ "As an HR agent, use HR Service Delivery Agent Workspace or the Agent Workspace for HR Case Management to interact with employees, respond to inquiries, and resolve issues.").
{#agent-ws-hr-create-sms__steps_kcn_hxp_wmb}

*[\>]: and then