You can install the Conversational SMS Integration with Twilio (sn_va_sms_twilio) application to host Virtual Agent conversations in the SMS Twilio application.

Before you begin

Role required: admin or virtual_agent_admin

Procedure

  1. Navigate to System Applications > All Available Applications > All.
  2. Find the Conversational SMS Integration with Twilio (sn_va_sms_twilio) application using the filter criteria and search bar.

    You can search for the application by its name or ID.

    If you cannot find the application, you may have to request it from the ServiceNow 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.

  3. Select a version from the list and select Install.

    In the Review Installation Details dialog box that is displayed, any dependencies that are installed with your application are listed.

  4. If you're prompted, follow the links to the ServiceNow Store to get any additional entitlements for dependencies.

What to do next

Set up the Conversational SMS Integration with Twilio.