---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Set up HR Service Delivery Conversational SMS service channel

# Set up HR Service Delivery Conversational SMS service channel {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure the Conversational SMS service channel store app for HR Service Delivery.

## Before you begin

Role required: admin

## About this task

The HR Service Delivery base system includes the HR SMS service channel queue with the default HR SMS Support Group assignment group. The Agent assignment rule is capacity based by default. For HR Service Delivery, configure the SMS service channel for the HR SMS queue.

## Procedure

1. Navigate to AllAdvanced Work AssignmentService Channels.
2. Select the SMS service channel.
3. On the Service Channel SMS form, select the Active check box to activate the service channel.  
   Note:  
   By default, most of the form is populated for you. Capacity and Utilization fields are set to 1 for Default work item size and 4 for Default capacity. You can change these, and any form values, if desired.

4. Select the Queues related list to view and configure the HR SMS queue.  
5. View the default configurations on the Queue HR SMS form, ensuring the Active check box is checked.
6. Modify values as you desire.  
7. Select on any of the related lists to view or modify default configured values.  
   Note:  
   Notice that the Assignment Eligibility related list defaults to the HR SMS Support Group. Manually add users to this group to route assignments. Refer to [Add a user to a group](https://www.servicenow.com/docs/access?context=t_CreateAGroup&version=australia&pubname=australia-platform-administration&ft:locale=en-US) to learn how to add users to this group.
8. Select Update to save any changes you made.
9. Update the Advanced Work Assignment Presence States by navigating to Advanced Work AssignmentSettingsPresence States.
10. Select Available in the Presence States list.
11. In the Presence State Available form, select SMS in the Service channels Available column and move it to the Selected column using the right-pointing arrow.  
12. Select Update.  
    Note:  
    For complete information regarding Conversational SMS service channels and setup guidance, refer to [Conversational SMS service channel](https://www.servicenow.com/docs/access?context=conversation-sms-service-channel-store-app&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

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