---
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


---

# Use

# Using Conversational SMS Integration with AWS End User Messaging {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 30 de jun. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Enable a customer to converse with a live or virtual agent using the SMS integration with AWS End User Messaging.

Customers can message the phone number to speak to an agent and resolve their queries. A conversation is first initiated by a virtual agent that collects basic information about the issue and then transfers the chat to a live
agent.

A live agent can accept SMS conversations as a work item from their Agent Workspace inbox and can converse with the customer through a series of text messages. A live agent can also share knowledge articles as a link, share any URLs, or even add images as attachments.