---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Agent initiated SMS conversation

# Agent initiated SMS conversation {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 Minuten Lesedauer

Customer Service Management supports additional messaging
channel such as SMS which tracks interactions between the agent and customer.

## Requirements {#agent-initiated-sms-store-app__section_v3t_2hg_dmb}

At least one provider configuration for messaging type channel must be available to view the
Compose SMS option in the agent interaction screen. For more information
about provider sys_cs_provider_application.list, see [Create a channel identifier](https://servicenow-prod.fluidtopics.net/RvGIDxPYGfwV6PAwXmbb8w "Use the Custom Chat Configuration Integration Framework (CCCIF) to create a conversational custom chat integration to support third-party chat clients so they can connect to the Virtual Agent Chat Server (VACS).").

## Phone number validation {#agent-initiated-sms-store-app__phone_number_profile_validation}

REST endpoint /api/now/initiate_message/validate_phone_number is used to validate if the phone number is in the E.164 format. If the number of a known consumer is not in the E.164 format, the system converts it to the E.164 format based on for example, the location of the consumer. If the location is not found, it will by default convert the number to an E.164 format. For more information about E.164 formats and validation, see [Phone number field type](https://www.servicenow.com/docs/access?context=c_UsePhoneNumberFields&version=australia&pubname=australia-platform-administration&ft:locale=en-US).

## Customer profile validation {#agent-initiated-sms-store-app__section_fyl_4cf_3mb}

REST endpoint /api/now/initiate_message/validate_profile is used to
validate the channel user profile. When you send an SMS in reply to an interaction of type
phone, the message is sent to a consumer originally associated with the interaction. If the same
phone number is associated to a different consumer, and you send an SMS, you will get a
message that the phone number is currently associated to another consumer and sending the new
message will associate the phone number to the current user.  
A phone number is associated to consumer A and an interaction has occurred after which the phone number was disconnected for consumer A. There is a new interaction with consumer B and you select the same phone number that was associated with consumer A. A message appears that the phone number is currently associated to consumer A, and sending a new message will associate consumer A's phone number to consumer B who is the current user.

## Agent initiated SMS conversations {#agent-initiated-sms-store-app__section_ung_ccm_3mb}

To initiate an SMS conversation with a requester, agents can select a provider number for an
outbound service or manually enter a provider number. If there is a current ongoing SMS
conversation, it automatically appears. When an agent initiates an SMS conversation:
{#agent-initiated-sms-store-app__table_agent_intiated_sms__entry__2}

| If | Then |
|-|-|
| There is no active SMS interaction​ | * Create a new SMS interaction * Assign interaction to agent {#agent-initiated-sms-store-app__ul_f3m_zkk_gmb} |
| There is an active interaction involving an agent​ | * Inject the message into existing conversation * Add agent to live group profile * No reassignment {#agent-initiated-sms-store-app__ul_ndb_1lk_gmb} |
| There is an active interaction involving VA​ | * Close existing interaction * Create a new interaction and assign to agent {#agent-initiated-sms-store-app__ul_pxr_1lk_gmb} |
| There is an active interaction involving a different contact/consumer/user​ | * Close existing interaction * Create a new channel user profile and deactivate the existing channel user profile * Create a new interaction and assign to agent {#agent-initiated-sms-store-app__ul_q3j_blk_gmb} |
[ ]

{#agent-initiated-sms-store-app__table_agent_intiated_sms}

## Customize the behaviour of send from and to numbers {#agent-initiated-sms-store-app__section_otk_ybn_3mb}

The AgentInitiatedConversationUtil extension point is added to implement a customers' logic to
change the default behaviour of the Send from and Send to fields. For more information, see [Associating user profiles on messaging
interactions](https://servicenow-prod.fluidtopics.net/yhfON~vHZpsdw0PQ9vBkgA "Use extension points to call custom scripts."). For this store
application, AgentInitiatedMessagingUtilExtPointImpl extension point is configured for fetching
the from and to numbers.