Conversational SMS service channel

  • Release version: Xanadu
  • Updated August 1, 2024
  • 4 minutes to read
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    Summary of Conversational SMS service channel

    The Conversational SMS service channel app, available on the ServiceNow Store, enables workspace agents to manage long-running SMS conversations and handle multiple service channels simultaneously. Requesters can initiate support conversations via SMS, and agents can track, continue, or initiate SMS conversations directly from the Workspace Inbox. This app reduces clutter by limiting system messages visible to requesters during extended interactions.

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    Messaging Profiles

    Messaging profiles are used to associate incoming phone numbers with requester records to ensure accurate conversation tracking. Depending on the relationship between the phone number and the User [sysuser] table or existing messaging profiles, the system:

    • Automatically creates messaging profiles and associates interactions with users when possible.
    • Assigns interactions to guest users or requires manual agent verification if no match is found.
    • Allows agents to manually verify and reassign interactions if conflicts arise.

    Messaging Actions

    Messaging actions automate responses based on messaging events such as delays in agent or requester replies. Key parameters include:

    • Event: Specifies whether the trigger is from requester or agent inactivity.
    • Duration: Time before the action triggers after an event.
    • Filter Conditions: Defines criteria on interaction records (e.g., state) to enable actions.
    • Actions: Include prompting agents or requesters, reassigning interactions, or updating interaction states.

    Managing Conversations

    The Agent Inbox highlights new SMS messages and ongoing conversations. Unlike typical chat, SMS conversations may remain open for extended periods. Completed SMS conversations are removed from the ongoing view to maintain focus on active cases.

    Handling Requester-Initiated SMS Conversations

    When a requester initiates an SMS conversation:

    • If no active SMS interaction exists, a new interaction is created and assigned to a virtual or live agent.
    • If an active interaction with a live agent exists, new messages are added to that conversation.
    • If interacting with a virtual agent, messages continue within the existing virtual agent topic.

    Advanced Work Assignment manages routing of these conversations to appropriate agents.

    Handling Agent-Initiated SMS Conversations

    Agents can start SMS conversations by selecting or entering a provider number. The system handles existing conversations as follows:

    • If no active SMS interaction exists, a new one is created and assigned to the agent.
    • If interacting with the same agent, messages are added to the current conversation without reassignment.
    • If an active interaction involves a virtual agent, the existing interaction is closed, and a new one is created for the agent.
    • If interacting with a different contact or user, the existing profile is deactivated, a new profile created, and the new interaction assigned to the agent.

    Setup

    To use the Conversational SMS service channel, customers must configure the app from the ServiceNow Store. This setup enables seamless SMS support through the Workspace Inbox and supports both virtual and live agent interactions.

    Using the Conversational SMS service channel app on the ServiceNow Store, workspace agents can provide support for long-running SMS conversations and conversations that use multiple service channels.

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Overview of Conversational SMS service channel

    Requesters can initiate support conversations through SMS. Since these support conversations can be long-running, workspace agents need the ability to track ongoing conversations while also addressing requesters on other service channels. With the Conversational SMS service channel store app, workspace agents can initiate or continue SMS conversations and also accept SMS work items from the Workspace Inbox. Requesters in SMS conversations see a limited subset of system messages. This minimizes the number of system messages in case the conversation is long-running.

    Messaging profiles

    Messaging profiles provide a way to match an incoming phone number to a requester:

    If Then
    New SMS is received from a requester who is associated to a phone number on the User [sys_user] table but has no messaging profile match
    • A messaging profile record is generated to match the number to the User table.
    • An interaction record is associated to the matching User table​.
    New message received from a requester who does not have a phone number match in the User table but does have messaging profile match​
    • An interaction record is associated to the matching messaging profile user​.
    • The User table record is not associated to the phone number. The agent can manually verify.
    New message received from a requester who does not have a phone number match in the User table or messaging profiles​
    • An interaction record is associated to the guest user (Virtual agent or live agent can manually verify)​.
    • A messaging profile record is generated for the phone number but not associated to a user​.
    New SMS from a requester that conflicts with an existing User table or messaging profile​
    • An interaction is associated with the messaging profile/user currently associated with the number​.
    • Virtual agent or live agent can verify the user and reassociate the interaction/profile with the correct user​.

    Messaging actions

    Messaging actions provide a way to trigger actions based on messaging activity on a conversation.

    Messaging action parameters Description
    Event​
    1. Requester message without agent response​
    2. Agent message without requester response
    		 Sending of a message from a requester or agent starts a timer that can trigger an action
    Duration Time set to trigger an action based on the Event parameter being set​
    Filter conditions Condition needed on the Interaction record for a messaging action to be triggered (for example, State is "On Hold")​
    Action Possible actions include:
    • Prompt agent – Sent Workspace notification to agent​
    • Prompt requester – Sent system message in messaging conversation to requester​
    • Reassign – Remove assigned agent from interaction​
    • Set state – Set Interaction state to desired state​

    Ongoing conversations

    The Agent Inbox displays new SMS messages and agents can locate currently assigned SMS conversations in the Ongoing tab. The tab indicator and record highlight indicate when an SMS conversation has a new message​. Unlike chat conversations, SMS conversations can be long-running. Completed SMS conversations do not display in the Ongoing tab.

    Active conversation in the Ongoing tab.

    Requester initiated SMS conversations

    When a requester initiates a support conversation, a virtual agent or a live agent addresses the conversation. Like other service channels, Advanced Work Assignment handles the routing of SMS conversations to live agents. This is how requester-initiated SMS conversations are handled:

    If Then
    There is no active SMS interaction
    • Create a new SMS interaction
    • Assign the interaction to a virtual agent or a live agent
    There is an active interaction involving a live agent
    • Inject the message into an existing conversation
    • Continue with agent in current conversation
    • Track using the same interaction record
    There is an active interaction involving a virtual agent
    • Inject the message into existing conversation
    • Continue with existing virtual agent topic
    • Track using the same interaction record

    An active SMS interaction represents an ongoing conversation between a requester's phone number and a company's phone number.

    Agent initiated SMS conversations

    To initiate an SMS conversation with a requester, agents can select a provider number for an outbound service or manually enter a provider number. If there is a current ongoing SMS conversation, it automatically appears. When an agent initiates an SMS conversation:

    If Then
    There is no active SMS interaction​
    • Create a new SMS interaction​
    • Assign interaction to agent​
    There is an active interaction involving an agent​
    • Inject the message into existing conversation​
    • Add agent to live group profile​
    • No reassignment​
    There is an active interaction involving VA​
    • Close existing interaction​
    • Create a new interaction and assign to agent​
    There is an active interaction involving a different contact/consumer/user​
    • Close existing interaction​
    • Create a new channel user profile and deactivate the existing channel user profile​
    • Create a new interaction and assign to agent​

    An active SMS interaction represents an ongoing conversation between a requester’s phone number and a company’s phone number​.