---
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 the Conversational SMS Integration with Twilio

# Set up the Conversational SMS Integration with Twilio {#ariaid-title1}

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

Integrate Twilio with Virtual Agent so that you can
engage in SMS bot conversations.

## Vorbereitungen

Before you can set up the Conversational SMS Integration with Twilio, complete the following tasks:

1. Ensure that you have valid ServiceNow entitlements for the following products and applications:
   * Integration Hub
   * Twilio spoke
   * Conversational SMS Service Channel
   * Conversational SMS Integration with Twilio

   {#configure-twilio-adapter__ul_uh3_fyy_2mb}

   For more information, see [Get entitlement for a ServiceNow product or application](https://store.servicenow.com/$appstore.do#!/store/help?article=KB0030186).
2. Install the following applications on your instance:
   * Integration Hub
   * Twilio spoke
   * Conversational SMS Service Channel
   * Conversational SMS Integration with Twilio
   {#configure-twilio-adapter__ul_vh3_fyy_2mb}
3. [Set up Twilio
   spoke](https://www.servicenow.com/docs/access?context=setup-twilio&version=australia&pubname=australia-integrate-applications&ft:locale=en-US)
4. Ensure that the Conversational Custom Chat Integration plugin (com.glide.cs.custom.adapter) is active on your instance.

{#configure-twilio-adapter__ol_th3_fyy_2mb}

Role required: external_app_install_admin or va_admin

## Prozedur

1. Create a Hash Message Verification record.
   1. In the navigation filter, enter <kbd class="ph userinput">hash_message_verification.list</kbd> and click New.
   2. On the form, fill in the fields.  
      {#configure-twilio-adapter__table_rw5_syy_2mb__entry__2}

      | Field | Description |
      |-|-|
      | Name | Name of the auth token, such as TwilioSMSTestAppAuthToken. |
      | Description | Description of the auth token, such as "Twilio SMS Testing application Auth Token." |
      | Secret | Auth token that is associated with your Twilio phone number. |
      [Tabelle : 1. Hash Message Verification form]

      {#configure-twilio-adapter__table_rw5_syy_2mb}
   3. Click Submit.
   {#configure-twilio-adapter__substeps_tbd_ryy_2mb}
2. Create a Message Auth record.
   1. In the navigation filter, enter <kbd class="ph userinput">message_auth.list</kbd> and click New.
   2. On the form, fill in the fields.  
      {#configure-twilio-adapter__table_nb4_vvr_cmb__entry__2}

      | Field | Description |
      |-|-|
      | Name | Name of the message auth, such as VA Twilio SMS Test App Message Auth. |
      | Provider | Provider of the auth token. Enter <kbd class="ph userinput">Twilio</kbd>. |
      | Group name | Name of the recipient group. Leave this field blank. |
      | Service Portal | Service Portal that is associated with the message auth. Leave this field blank. |
      | Inbound message verification | Hash message token that you created. |
      | Outbound message verification | Hash message token that you created. |
      | Outbound service token | Authorized outbound service token. Leave this field blank. |
      [Tabelle : 2. Message Auth form]

      {#configure-twilio-adapter__table_nb4_vvr_cmb}
   3. Click Submit.
   {#configure-twilio-adapter__substeps_dkx_yyy_2mb}
3. Create a Messaging Provider Application record.
   1. Navigate to Conversational InterfacesSMS integration with Twilio and click New.
   2. On the form, fill in the fields.  
      {#configure-twilio-adapter__table_f34_25r_cmb__entry__2}

      | Field | Description |
      |-|-|
      | Name | Name of the entity that users are contacting, such as IT Service Desk. |
      | Phone Number | Twilio phone number that users are contacting. Hinweis: Be sure to include the '+' symbol and the country code in front of the phone number. For example: +18185559485. |
      | Message auth | Message auth that you created. |
      [Tabelle : 3. Messaging Provider Application form]

      {#configure-twilio-adapter__table_f34_25r_cmb}
   3. Click Submit.
   {#configure-twilio-adapter__substeps_ads_mzy_2mb} {#configure-twilio-adapter__mess-prov-app}
{#configure-twilio-adapter__mess-prov-app}
4. In the Twilio Console, for the phone number that you specified in Step [3](https://servicenow-prod.fluidtopics.net/HondUpAYeZ9cqnymCZ2vXQ#configure-twilio-adapter__mess-prov-app), update the SMS incoming web-hook.  
   To update the web-hook, navigate to the phone number in your Twilio console: Phone NumbersManagerActive numbers. Click on the phone number and enter the following address in the Messaging web-hook field:

       https://<instance-name>.service-now.com/api/sn_va_sms_twilio/message

{#configure-twilio-adapter__steps_i1d_hyy_2mb}

## Nächste Maßnahme

After you set up the Conversational SMS Integration with Twilio, you can create SMS conversation topics in Virtual Agent Designer. For more information on using the tool, see [Virtual Agent Designer](https://servicenow-prod.fluidtopics.net/bAhqf9TP9nOl1G3NTNJsQA "The Virtual Agent Designer is a diagram tool for creating and managing assets, which are blueprints for conversations between a Virtual Agent and a user. You can design topics that help your users resolve common work issues or guide them through self-service tasks.").
**Zugehörige Tasks**   

* [Install Conversational SMS Integration with Twilio](https://servicenow-prod.fluidtopics.net/MgiEb_Tgr1rGpOp8T0dong "You can install the Conversational SMS Integration with Twilio (sn_va_sms_twilio) application to host Virtual Agent conversations in the SMS Twilio application.")  
**Zugehörige Informationen**   

* [Install a ServiceNow Store application](https://www.servicenow.com/docs/access?context=t_InstallApplications&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
* [Activate a plugin](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=australia&pubname=australia-platform-administration&ft:locale=en-US)