---
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


---

# Virtual Agent conversations for Vaccination Status

# Virtual Agent conversations for Vaccination Status {#ariaid-title1}

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

Vaccination Status provides a Virtual Agent conversation
that enables users to report their vaccination status via SMS.

A ServiceNow®
Virtual Agent conversation topic defines the dialog between the Virtual Agent (chatbot) and the user to accomplish a specific goal. The provided
Vaccine conversation topic asks whether the user has been vaccinated, the date that they received
the vaccine, and the type of vaccine that they received.

## Installation and setup requirements {#vaccination-status-va__section_ckf_2gz_l4b}

To use Virtual Agent with SMS, your organization must have a Twilio account and
phone number. You must also install the Virtual Agent plugin
(com.glide.cs.chatbot) and set up the Conversational SMS Integration with Twilio application
(sn_va_sms_twilio). For more information, see [Set up the Conversational SMS Integration
with Twilio](https://www.servicenow.com/docs/access?context=configure-twilio-adapter&version=xanadu&pubname=xanadu-conversational-interfaces&ft:locale=en-US).

On-premise customers who install the Safe Workplace
applications in the Rome release for the first time require a scoped admin role
to create an approved scope-to-scope Restricted Caller Access (RCA) record in Vaccination Status. This cross-scoped access is required for Conversational SMS Integration with Twilio to function in the Vaccination Status application.  
The RCA record should have the following values set:{#vaccination-status-va__simpletable_bzx_qjk_xpb__entry__2}

| Field | Value |
|-|-|
| Source Scope | Emergency Outreach |
| Source Type | Scope |
| Status | Vaccination Status |
| Application | Vaccination Status |
| Target Type | Scope |
[ ]

{#vaccination-status-va__simpletable_bzx_qjk_xpb}

For more information on creating caller access records, see [Set application scope, application
resource, and event access](https://www.servicenow.com/docs/access?context=scope-resource-access&version=xanadu&pubname=xanadu-application-development&ft:locale=en-US).

## Configuration {#vaccination-status-va__section_cbl_1nz_l4b}

To receive SMS messages for Vaccination Status, users must have a mobile phone
number listed on their user record \[sys_user\]. Mobile numbers must be in E.164 format. For
example, <kbd class="ph userinput">+18585551212</kbd>.  
Privacy consent for Vaccination Status must be configured before users can report their vaccination status via SMS. For instructions, see [Set up privacy consent for Vaccination Status](https://www.servicenow.com/docs/FDZ1WaWUTviek1qDzMESdQ "Set up privacy consent for users who are providing their vaccination data to your organization.").  
Note:  
Users must agree to the privacy consent before they can submit their vaccination status. The Vaccine conversation topic prompts users to complete the privacy consent via SMS if they haven't already submitted their consent. Users must belong to an audience associated with a vaccine privacy consent outreach to be able to complete the privacy consent via SMS.

Vaccination Status uses an SMS outreach to let users know that they can report
their vaccination status via SMS. The outreach provides users with the information that they
need to begin interacting with the Vaccine Virtual Agent conversation. To
configure the outreach, add users to the placeholder Vaccination status request audience. For
detailed instructions about adding users to an audience, see [Add a Safe Workplace audience](https://www.servicenow.com/docs/KPASVS0y1nbfqSe4EMOiSw "Add a collection of users for Emergency Outreach notifications. Target individual users or specific users based on criteria such as location, department, or group."). Then, add the
audience to the placeholder Vaccination status request outreach and make any modifications to
the outreach if needed, such as scheduling a time to send.

Once users receive the SMS outreach, they can report their vaccination status through the
Vaccine Virtual Agent conversation. The Vaccine conversation topic is ready to
use without modifications, but can be customized to meet your organization's requirements. To
view or edit the Vaccine conversation topic, navigate to CollaborationVirtual AgentDesigner. For more information about updating conversation topics, see [Virtual Agent Designer](https://www.servicenow.com/docs/access?context=conversation-designer-virtual-agent&version=xanadu&pubname=xanadu-conversational-interfaces&ft:locale=en-US).

The Vaccine conversation provides the user with options to select which type of vaccine they
received. These options are pulled from the Vaccine response definition table
\[sn_imt_vaccine_vaccine_response_definition\]. To set the display name for a vaccine type, enter
the name in the SMS friendly name field on the vaccine response
definition record.

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