---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces
Release :
- yokohama
ft:locale :
- en-US
ft:publication_title :
- Yokohama Conversational Interfaces
ft:clusterId :
- convint
bundleId :
- convint
workflow :
- Platform
---
# Integrating Virtual Agent with Twilio
# Integrating Virtual Agent with Twilio {#ariaid-title1}
Release version: Yokohama
Updated January 30, 2025
 2 minutes to read
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## Summary of Integrating Virtual Agent with Twilio
The Conversational SMS Integration with Twilio enables ServiceNow Virtual Agent conversations to be hosted on Twilio SMS, allowing users to chat with virtual agents or live agents via SMS.
This integration uses a dedicated Twilio phone number separate from other ServiceNow Twilio phone numbers to initiate conversations.
Live agents can respond to SMS conversations through Agent Workspace after a bot transfers the session.
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## Key Features
* **SMS Conversation Initiation:** Users can start Virtual Agent chats by messaging a designated Twilio number linked to your ServiceNow instance.
* **Supported User Input Controls:** Virtual Agent Designer supports several input types for Twilio SMS, including Text, Static Choice, Dynamic Choice (e.g., selecting from case lists), Boolean (Yes/No), and File Picker (limited to image files).
* **Supported Bot Responses:** The bot can send Text, Images, Links, and Cards (selected record information) via SMS. Live agents can reply using Text, Cards, and Images.
* **User SMS Notification Subscriptions:** Users with ServiceNow accounts can opt in or out of receiving SMS update notifications by sending specific keywords ("Notification" to check status, "START" to enable, "STOP" to disable). Notifications are off by default to comply with privacy regulations and are only available for users with ServiceNow accounts, not guest contacts.
* **Authentication:** SMS authentication supports two-factor account linking using Soft PIN and Google authenticators for secure user verification.
## Key Outcomes
* Enables seamless engagement between users and Virtual Agents or live agents over SMS, expanding communication channels.
* Allows ServiceNow customers to build SMS conversation topics using Virtual Agent Designer tailored for Twilio SMS constraints.
* Supports rich interaction types while respecting SMS limitations, such as image-only file sharing and supported response controls.
* Provides users control over SMS notifications, enhancing compliance with privacy requirements and user preferences.
* Integrates secure user authentication methods to protect account linking in SMS conversations.
## Implementation Steps
* Install the Conversational SMS Integration with Twilio application (snvasmstwilio) from the ServiceNow Store.
* Associate your ServiceNow instance with a dedicated Twilio phone number for SMS conversations.
* Create and configure SMS conversation topics in Virtual Agent Designer to tailor user interactions.
* Set up and enforce SMS authentication using Soft PIN and Google authenticators for secure user verification.
* Enable live agent handoffs and manage SMS notifications according to user preferences.
Host Virtual Agent conversations on Twilio SMS to chat with virtual agent or live agents. Use the Conversational SMS Integration with Twilio app, available from the ServiceNow Store, to associate your instance with SMS Twilio.
## Capturing information from a user in an SMS chat conversation {#sms-twilio-store-app__section_tbk_1qz_2mb}
Conversational SMS Integration with Twilio enables users to initiate conversations with Virtual Agent by messaging your Twilio phone number.
Note:
Do not use the same ServiceNowTwilioDirect or Twilio Notify phone number for Conversational SMS Integration with Twilio. Instead, use separate Twilio numbers for Conversational SMS Integration with Twilio and ServiceNowTwilioDirect.
Figure 1. Example SMS conversation with Virtual Agent
If a bot transfers the conversation to a live agent, the agent can respond to SMS messages
in Agent Workspace.
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 [Getting started with Virtual Agent Designer](https://servicenow-prod.fluidtopics.net/hXK1a2WxbA1AZcuxy8H8rw "The Virtual Agent Designer is a diagram tool for creating and managing topics, which are blueprints for conversations between a virtual agent and user. You can design topics that help your users resolve common work issues or guide them through self-service tasks. You can also view and manage conversational subflows and actions for LLM-enabled conversations in the Assistant Designer Asset library.")
## Supported controls {#sms-twilio-store-app__section_gfh_cqz_2mb}
The Conversational SMS Integration with Twilio does not support all the available controls
in Virtual Agent Designer.
The following user input controls are supported in Twilio SMS conversations:{#sms-twilio-store-app__table_fq2_gqz_2mb__entry__2}
| User input control | Description |
|-|-|
| Text | User enters a plain text string in the conversation. |
| Static Choice | User selects an item from a predefined list. |
| Dynamic Choice | User selects an item from a list that is created dynamically. For example, the user can select from a list of cases that they opened. |
| Boolean | User enters a Boolean response to the bot. For example, the user can reply "Yes" or "No" in the conversation. |
| File picker | User sends a file to the bot. Note: Conversational SMS Integration with Twilio doesn't support all file types. Only images can be sent in an SMS conversation. |
[Table 1. Supported user input controls]
{#sms-twilio-store-app__table_fq2_gqz_2mb}
For more information on configuring user input controls, see [Virtual Agent Designer user input
controls](https://servicenow-prod.fluidtopics.net/eQGVrD~7FoujIzQs94XCiQ "Use the collection of input controls provided by Virtual Agent Designer to prompt and capture information from the user in a conversation.").
The following bot responses are supported in Twilio SMS conversations:{#sms-twilio-store-app__table_mq2_gqz_2mb__entry__2}
| Bot response | Description |
|-|-|
| Text | Bot sends a plain text string to the user. |
| Image | Bot sends an image to the user. |
| Link | Bot sends a web link to the user. |
| Card | Bot sends selected information from a record on your instance. |
[Table 2. Supported bot responses]
{#sms-twilio-store-app__table_mq2_gqz_2mb}For more information on configuring bot responses, see [Virtual Agent Designer bot
responses](https://servicenow-prod.fluidtopics.net/rvsgkzQtJHiMZPq2DNYVZw "Virtual Agent Designer offers various controls for displaying bot responses in a conversation. Because the bot responses occur in third-party platforms, the format for each output may vary.").
Live agents can use the Text, Card, and Image response controls to reply to users in SMS
conversations.
## User subscriptions for SMS update notifications {#sms-twilio-store-app__section_ims_3lg_ppb}
Beginning with version 1.1.1, your users with ServiceNow accounts (sys_user profiles) can choose to start or stop receiving SMS updates in their conversations.
Note:
Notifications in messaging channels can be sent to users with ServiceNow accounts. Other recipients, such as consumer and customer contacts, are considered to be guests and cannot receive notifications on messaging channels.
To comply with privacy regulations, user notifications are turned off by default. Users can opt in or change their settings in the following ways:
* To check SMS notification settings for the account, send this text: Notification
* To receive SMS notifications, send this text: START
* To stop receiving SMS notifications, send this text: STOP
{#sms-twilio-store-app__ul_fwv_41n_1qb}
Figure 2. Changing SMS notification settings
To learn more about Virtual Agent notifications, see [Configuring Virtual Agent notifications](https://servicenow-prod.fluidtopics.net/G0QPUogxMveNLyzIjncUzA "Send ServiceNow notifications directly to users via the Virtual Agent chatbot on supported messaging channels. Notifications can be simple informational messages for review, or actionable messages with buttons that users can select to perform certain actions.").
For details about creating content for a messaging notification, see [Define Virtual Agent notification contents](https://servicenow-prod.fluidtopics.net/gGi7jbaI6azMs3pukkC8gw "Create the content for a Virtual Agent notification delivered in a chat or messaging channel.").
* **[Install Conversational SMS Integration with Twilio](https://servicenow-prod.fluidtopics.net/0VMduMCcfSmsz5WCLBcCzg)**
You can install the Conversational SMS Integration with Twilio (sn_va_sms_twilio) application to host Virtual Agent conversations in the SMS Twilio application.
* **[Set up the Conversational SMS Integration with Twilio](https://servicenow-prod.fluidtopics.net/pO0KaIjghxJJ56hlTXQk0A)**
Integrate Twilio with Virtual Agent so that you can engage in SMS bot conversations.
* **[Using Conversational SMS Integration with Twilio](https://servicenow-prod.fluidtopics.net/Cek7wyhae8oOCuw60Aymrw)**
Enable a requester to converse with an agent using the SMS conversations.
* **[Configure SMS authentication](https://servicenow-prod.fluidtopics.net/ff6Bxffr4xca8hyQ9Dty7Q)**
Authenticate all users using Conversational SMS Integration with Twilio with Soft PIN (SN) and Google authenticators as the 2-factor authentication mechanisms for account linking.