Messaging Profiles

Messaging profiles link incoming phone numbers to requester records to streamline interaction management:

• If the phone number matches a user in the User [sysuser] table but lacks a messaging profile, the app creates one and associates the interaction with that user.
• If there’s no phone number match but a messaging profile exists, interactions associate with that profile, allowing agents to verify user details manually.
• If no matches exist, interactions associate with a guest user, and a messaging profile is created without a user association.
• Conflicts between profiles or users trigger association to the current profile, with agents able to manually correct associations.

Messaging Actions

Messaging actions automate responses or workflow changes based on message activity:

• Events trigger timers when messages are sent by requesters or agents without responses.
• Actions include prompting agents or requesters, reassigning interactions, or updating interaction states.
• Filters define conditions under which actions trigger, such as interaction state.

Managing Ongoing Conversations

The Agent Inbox features an Ongoing tab for SMS conversations, highlighting new messages. Because SMS support can span long durations, completed conversations are excluded from Ongoing to keep the workspace focused. This supports efficient multitasking across multiple channels.

Requester-Initiated SMS Conversations

When a requester sends an SMS:

• If no active SMS interaction exists, a new one is created and assigned to a virtual or live agent.
• If an active interaction exists with a live agent, the message continues in the current conversation.
• If an active interaction exists with a virtual agent, the conversation continues with that agent and topic.

Advanced Work Assignment routes SMS conversations like other service channels, ensuring efficient allocation.

Agent-Initiated SMS Conversations

Agents can start SMS conversations by selecting or entering a provider number. Handling depends on current interactions:

• No active interaction: creates a new interaction and assigns it to the agent.
• Active interaction with an agent: continues the conversation, adding the agent to the live group.
• Active interaction with a virtual agent: closes the existing interaction and starts a new one with the agent.
• Active interaction with a different user: closes the old interaction, creates a new user profile, and starts a new interaction.

Setup

To use these capabilities, customers must configure the Conversational SMS service channel app from the ServiceNow Store, enabling workspace agents to manage SMS conversations seamlessly within their existing workflows.