---
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


---

# Set up for a messaging channel

# Set up Agent-Initiated Messaging Interface for a messaging channel {#ariaid-title1}

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

Set up the Agent-Initiated Messaging Interface application to send
messages from a messaging channel.

## Vorbereitungen

* [Install agent-initiated
  messaging interface](https://servicenow-prod.fluidtopics.net/hlPuZ9APbO42wvNHRqS8dQ "You can install the Agent-Initiated Messaging Interface application (sn_agent_initiated) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.").
* [Review the list of
  messaging channels available for the Agent-Initiated Messaging Interface application](https://servicenow-prod.fluidtopics.net/f4x~ictMVaWm4oqMfTr2cw "Install and configure applications to enable a messaging channel for use with the Agent-Initiated Messaging Interface application.").
* Set the application scope to the application associated with the messaging channel using the application picker. For more information, see [Application
  picker](https://www.servicenow.com/docs/access?context=c_ApplicationPicker&version=australia&pubname=australia-application-development&ft:locale=en-US).

  For example, for using the
  SMS messaging channel, set the application scope to the Conversational SMS service channel application.

Role required: admin

## Warum und wann dieser Vorgang ausgeführt wird

A messaging channel is available when you install the application associated with a service channel.

For example, use the SMS messaging
channel to send an SMS message to a customer. The SMS messaging channel is available
when you have installed the [Conversational SMS service
channel](https://servicenow-prod.fluidtopics.net/Tqapam8t6gtnE29JpSacxQ "You can install the Conversational SMS service channel application (sn_awa_sms_int) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.")
application.

## Prozedur

1. In the navigation filter, enter <kbd class="ph userinput">sn_agent_initiated_msg_config.list</kbd>.
2. In the Agent initiated messaging configurations list, modify an existing configuration or create another configuration for a messaging channel.
   * To modify an existing configuration, in the Active column, click the value link corresponding to the messaging channel displayed in the Channel column.

     For example, to send messages by using the SMS messaging
     channel, click the link in the Active column
     corresponding to the SMS channel.
   * To create another configuration for a messaging channel, click New in the Agent initiated messaging configurations list.
   {#agent-init-messg-setup__choices_zyn_rxw_f4b}
3. On the form, fill in the fields.  
   {#agent-init-messg-setup__table_zxn_lvp_znb__entry__2}

   | Field | Description |
   |-|-|
   | Channel | Messaging channel using which agents can initiate messages to connect with requesters. |
   | Check if active recipient profile exists | Option to ensure that an active channel user profile exists when sending messages to the user from the channel. If there are no active channel user profiles, the associated channel is not available for agent-initiated messages. In this case, the channel does not appear in the Channel field of the Compose Message form. For information on the Compose Message form available in CSM Configurable Workspace, see [Initiate messaging conversations from CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=agent-init-messg-csm-cws&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). |
   | Show option to enter recipient ID manually | Option to display the field to manually enter recipient ID. For example, select this check box to enable agents to enter a phone number manually for sending an SMS message to a consumer. |
   | Application | Scope of the application that contains the channel. This field is automatically set based on the application scope selected in the application picker. |
   | Active | Option to activate the use of the channel for agent-initiated messages. |
   | Order | Order number for each channel in which they appear for agent on the Compose Message form when composing messages. The channel that has the lowest order number is displayed first. For information on the Compose Message form available in CSM Configurable Workspace, see [Initiate messaging conversations from CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=agent-init-messg-csm-cws&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). |
   [Tabelle : 1. Agent initiated messaging configuration form]

   {#agent-init-messg-setup__table_zxn_lvp_znb}
4. Save the configuration setting.
   * If you created a new configuration setting, click Submit.
   * If you modified an existing configuration setting, click Update.
   {#agent-init-messg-setup__choices_bnh_2g1_4lb}