Virtual Agent conversations for Vaccination Status
Summarize
Summary of Virtual Agent conversations for Vaccination Status
The Vaccination Status Virtual Agent conversation enables users to report their COVID-19 vaccination status via SMS using ServiceNow’s Virtual Agent. The conversation guides users through questions about whether they have been vaccinated, the date of vaccination, and the vaccine type received. This solution leverages SMS communication to facilitate quick and accessible reporting of vaccination status.
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Installation and Setup Requirements
- A Twilio account and phone number are required to enable SMS integration.
- The Virtual Agent plugin (com.glide.cs.chatbot) and the Conversational SMS Integration with Twilio application (snvasmstwilio) must be installed and configured.
- On-premise customers installing Safe Workplace applications starting from the Rome release need a scoped admin role to create a Restricted Caller Access (RCA) record for cross-scope access, essential for the SMS integration to function properly.
Configuration
- User records must include mobile phone numbers in E.164 format to receive SMS messages.
- Privacy consent configuration is mandatory before users can report vaccination status via SMS. Users must agree to this consent, which can be completed during the SMS interaction if not already done.
- Users must be part of an audience linked to a vaccine privacy consent outreach to provide consent via SMS.
- An SMS outreach campaign notifies users about the ability to report vaccination status via SMS, using a placeholder audience and outreach that can be customized and scheduled.
Customization and Management
- The Vaccine conversation topic is ready out-of-the-box but can be customized through the Virtual Agent Designer to suit organizational requirements.
- Vaccine types presented to users are sourced from the Vaccine response definition table [snimtvaccinevaccineresponsedefinition], allowing management of vaccine options and SMS-friendly display names.
Practical Benefits for ServiceNow Customers
This Virtual Agent conversation streamlines the collection of vaccination status information via SMS, improving user engagement and data accuracy. By integrating with Twilio and leveraging privacy consent workflows, organizations can ensure compliance and ease of use. The customizable conversation and outreach setup allow tailoring to specific communication needs and schedules, making it a flexible solution for safe workplace initiatives.
Vaccination Status provides a Virtual Agent conversation that enables users to report their vaccination status via SMS.
A ServiceNow® Virtual Agent conversation topic defines the dialog between the Virtual Agent (chatbot) and the user to accomplish a specific goal. The provided Vaccine conversation topic asks whether the user has been vaccinated, the date that they received the vaccine, and the type of vaccine that they received.
Installation and setup requirements
To use Virtual Agent with SMS, your organization must have a Twilio account and phone number. You must also install the Virtual Agent plugin (com.glide.cs.chatbot) and set up the Conversational SMS Integration with Twilio application (sn_va_sms_twilio). For more information, see Set up the Conversational SMS Integration with Twilio.
On-premise customers who install the Safe Workplace applications in the Rome release for the first time require a scoped admin role to create an approved scope-to-scope Restricted Caller Access (RCA) record in Vaccination Status. This cross-scoped access is required for Conversational SMS Integration with Twilio to function in the Vaccination Status application.
| Field | Value |
|---|---|
| Source Scope | Emergency Outreach |
| Source Type | Scope |
| Status | Vaccination Status |
| Application | Vaccination Status |
| Target Type | Scope |
For more information on creating caller access records, see Set application scope, application resource, and event access.
Configuration
To receive SMS messages for Vaccination Status, users must have a mobile phone number listed on their user record [sys_user]. Mobile numbers must be in E.164 format. For example, +18585551212.
Vaccination Status uses an SMS outreach to let users know that they can report their vaccination status via SMS. The outreach provides users with the information that they need to begin interacting with the Vaccine Virtual Agent conversation. To configure the outreach, add users to the placeholder Vaccination status request audience. For detailed instructions about adding users to an audience, see Add a Safe Workplace audience. Then, add the audience to the placeholder Vaccination status request outreach and make any modifications to the outreach if needed, such as scheduling a time to send.
Once users receive the SMS outreach, they can report their vaccination status through the Vaccine Virtual Agent conversation. The Vaccine conversation topic is ready to use without modifications, but can be customized to meet your organization's requirements. To view or edit the Vaccine conversation topic, navigate to . For more information about updating conversation topics, see Virtual Agent Designer.
The Vaccine conversation provides the user with options to select which type of vaccine they received. These options are pulled from the Vaccine response definition table [sn_imt_vaccine_vaccine_response_definition]. To set the display name for a vaccine type, enter the name in the SMS friendly name field on the vaccine response definition record.