---
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 SMS integration on ServiceNow instance

# Set up SMS integration on ServiceNow instance {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 30 de jun. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura

Set up conversational SMS on a ServiceNow instance to enable customers to seamlessly talk to virtual or live agents.

## Antes de Iniciar

Role required: admin

## Por Que e Quando Desempenhar Esta Tarefa

Procure an Amazon Web Services (AWS) account with the administrative access to complete the setup of SMS integration and ensure to set up integration on Amazon Web Services before this. To learn how to set up integration on
AWS, see [Set up SMS End User Messaging Service and AWS resources](https://servicenow-prod.fluidtopics.net/qAdKG1Wk2byGs8JeVJxCKQ "Set up conversational SMS with Amazon Web Services (AWS) end user messaging to enable customers to seamlessly talk to virtual or live agents.").

## Procedimento

1. Create a Hash Message Verification record.
   1. In the navigation filter, enter <kbd class="ph userinput">hash_message_verification.list</kbd> and select New.
   2. On the form, fill in the fields.  
      {#set-up-sms-integration-on-servicenow-instance__table_tpf_xyv_ydc__entry__2}

      | Field | Description |
      |-|-|
      | Name | Name of the auth token, such as AWSSMSTestAppAuthToken |
      | Description | Description of the auth token. |
      | Secret | Key value generated while uploading the key material to KMS key during the AWS setup. To learn more about key value, see [Set up SMS End User Messaging Service and AWS resources](https://servicenow-prod.fluidtopics.net/qAdKG1Wk2byGs8JeVJxCKQ "Set up conversational SMS with Amazon Web Services (AWS) end user messaging to enable customers to seamlessly talk to virtual or live agents."). |
      | Domain | Domain of the hash message, such as global. |
      [Tabela 1. Hash Message Verification form]

      {#set-up-sms-integration-on-servicenow-instance__table_tpf_xyv_ydc}
   3. Select Update.
   {#set-up-sms-integration-on-servicenow-instance__substeps_j24_syv_ydc}
2. Create a Message Auth record.
   1. In the navigation filter, enter <kbd class="ph userinput">message_auth.list</kbd> and select New.
   2. On the form, fill in the fields.  
      {#set-up-sms-integration-on-servicenow-instance__table_jg1_rzv_ydc__entry__2}

      | Field | Description |
      |-|-|
      | Name | Name of the message auth, such as VA AWS SMS App Message Auth. |
      | Provider | Provider of the auth token. Enter <kbd class="ph userinput">Amazon</kbd>. |
      | Group name | Name of the recipient group. Leave this field blank. |
      | Service portal | 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]

      {#set-up-sms-integration-on-servicenow-instance__table_jg1_rzv_ydc}
   3. Select Update.
   {#set-up-sms-integration-on-servicenow-instance__substeps_yq5_jzv_ydc}
3. Create a provider channel identity record.
   1. In the navigation filter, enter <kbd class="ph userinput">sys_cs_provider.list</kbd> and select New Custom.
   2. Select the Provider Channel Identity related list and select New.  
      {#set-up-sms-integration-on-servicenow-instance__table_ctq_jdw_ydc__entry__2}

      | Field | Description |
      |-|-|
      | Name | Name of the provider channel identity record, such as VA SMS AWS Adapter Provider. |
      | Channel | The communication channel of the record, such as AWS EUM. |
      | Short Description | Description of the provider channel identity record. |
      | Inbound ID | The phone number associated with Amazon Web Services that you created. |
      | Message Auth | Name of the message auth, such as VA AWS SMS Test App Message Auth. |
      | Default portal | Portal that is associated with the channel identity record. |
      [Tabela 3. Provider channel form]

      {#set-up-sms-integration-on-servicenow-instance__table_ctq_jdw_ydc}
   {#set-up-sms-integration-on-servicenow-instance__substeps_djm_j1w_ydc}
4. Add the following provider properties in the Provider Properties related list.  
   {#set-up-sms-integration-on-servicenow-instance__table_brc_42w_ydc__entry__3}

   | Property | Value | Description |
   |-|-|-|
   | aws_end_user_messaging_configuration_set_arn | optional | Configuration to track the delivery of messages to the end user. |
   | enable_outbound_media | true | Configuration to store the outbound media exchanged during a live or virtual chat. Nota: The value of the field is Empty by default. If the value of the property is set to True, a bucket name must be provided and media is sent in its original form. If the value of the property is anything but True, bucket name is optional, and media is sent as a link. |
   | aws_eum_api_base_url | AWS URL | Base URL for the AWS End User Messaging APIs configured based on region. To learn how to create a base URL, see [documentation](https://docs.aws.amazon.com/general/latest/gr/end-user-messaging.html) |
   | outbound_media_s3_destination_folder | optional | Destination folder to store media. |
   | outbound_media_s3_bucket_name | required | S3 bucket name for storing outbound media. |
   [Tabela 4. Provider properties for a channel identity record]

   {#set-up-sms-integration-on-servicenow-instance__table_brc_42w_ydc}  
   Nota:  
   The provider properties' values can be provided at a provider channel. However, to override any property to make it specific to a provider channel identity record, then you must add the corresponding provider property at the provider channel identity.
5. Add the Identity Access Management (IAM) user credentials.
   1. In the navigation filter, enter <kbd class="ph userinput">Connection &amp; Credential Aliases</kbd> and add the AWS credentials for both AWS_EUM. and Amazon S3.
   2. Select New to create a new credential.
   3. Select the type of AWS credentials from the list and select Update to open the AWS Credentials New record form.
   4. On the form, fill in the fields.  
      {#set-up-sms-integration-on-servicenow-instance__table_ypl_tzh_d2c__entry__2}

      | Field | Description |
      |-|-|
      | Name | Name of the credential. |
      | Active | Whether the credential is active or not. |
      | Access Key ID | AWS Access Key ID |
      | Secret Access Key | AWS Secret Key ID |
      | Credential Alias | Alias for the credential, either EUM or S3. The credential alias is auto-selected. |
      | Algorithm | AWS IAM Auth. |
      [Tabela 5. AWS Credentials New record form]

      {#set-up-sms-integration-on-servicenow-instance__table_ypl_tzh_d2c}
   5. Select Submit.
{#set-up-sms-integration-on-servicenow-instance__steps_kkb_3zv_ydc}