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

 Release :

    - australia

ft:locale :

    - pt-BR

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}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

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

## Antes de Iniciar

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

## Procedimento

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. |
      [Tabela 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. |
      [Tabela 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. Nota: 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. |
      [Tabela 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/60ZGviyAVdYH4lEBQ1VZQA#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}

## O que Fazer Depois

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/LFLe6_UjplHp0awSmAloFw "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.").
**Tarefas relacionadas**   

* [Install Conversational SMS Integration with Twilio](https://servicenow-prod.fluidtopics.net/qkSnivu8BHofIrasRWOJ_A "You can install the Conversational SMS Integration with Twilio (sn_va_sms_twilio) application to host Virtual Agent conversations in the SMS Twilio application.")  
**Tópicos relacionados**   

* [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)