Configuring Agent-Initiated Messaging Interface
Set up the Agent-Initiated Messaging Interface application to enable agents to send messages to customers through different messaging channels.
| Task | Description |
|---|---|
| 1. Install agent-initiated messaging interface. | Install the Agent-Initiated Messaging Interface application to integrate a messaging channel with your ServiceNow instance. |
| 2. Set up agent-initiated message interface for a messaging channel. | Set up the Agent-Initiated Messaging Interface application to send messages from a messaging channel. |
| 3. (Optional) Associate user profiles with agent-initiated messages. | Use scripted extension points to call custom scripts for associating user profiles with agent-initiated messages. |
| 4. (Optional) Validate recipient IDs for agent-initiated messagesValidate recipient IDs for agent-initiated messages . | Use scripted extension points to call custom scripts for validating the format of a recipient ID associated with a messaging channel. |
| 5. (Optional) Determine whether messaging channels are available for agent-initiated messages. | Use scripted extension points to call custom scripts for determining whether a messaging channel is applicable to a user profile in an agent-initiated message. |
- Install Agent-Initiated Messaging Interface
You can install the Agent-Initiated Messaging Interface application (sn_agent_initiated) if you have the admin role. The application installs related ServiceNow® Store applications and plugins if they are not already installed. - Set up Agent-Initiated Messaging Interface for a messaging channel
Set up the Agent-Initiated Messaging Interface application to send messages from a messaging channel. - Associate user profiles with agent-initiated messages
Use scripted extension points to call custom scripts for associating user profiles with agent-initiated messages. - Validate recipient IDs for agent-initiated messages
Use scripted extension points to call custom scripts for validating the format of a recipient ID associated with a messaging channel. - Determine whether messaging channels are available for agent-initiated messages
Use scripted extension points to call custom scripts for determining whether a messaging channel is applicable to a user profile in an agent-initiated message. - Components installed with Agent-Initiated Messaging Interface
Several types of components are installed with installation of the Agent-Initiated Messaging Interface application, including tables, plugins, and ServiceNow Store applications. - Messaging channels for Agent-Initiated Messaging Interface
Install and configure applications to enable a messaging channel for use with the Agent-Initiated Messaging Interface application.
Parent Topic:Configuring Agent Chat