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Conversational SMS Integration with AWS End User Messaging › Integrate VA with messaging apps › Integrate VA with other channels › Virtual Agent › Conversational Interfaces
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configuring Conversational SMS Integration with AWS End User Messaging

Install and set up the Conversational SMS Integration with AWS End User Messaging application to enable requesters to interact with virtual and live agents.

Configuration overview

  1. Install the Conversational SMS Integration with AWS End User Messaging application

    Install the application from the ServiceNow Store.

  2. Set up SMS End User Messaging Service and AWS resources

    Set up conversational SMS with Amazon Web Services (AWS) end user messaging.

  3. Set up SMS integration on ServiceNow instance

    Set up conversational SMS on a ServiceNow instance.

  4. Install the Conversational SMS Integration with AWS End User Messaging application
    You can install the Conversational SMS Integration with AWS End User Messaging application (sn_sms_aws_adapter) from the ServiceNow store and integrate it with AWS End User Messaging to enable customer support agent conversations via an SMS channel.

  5. Set up SMS End User Messaging Service and AWS resources
    Set up conversational SMS with Amazon Web Services (AWS) end user messaging to enable customers to seamlessly talk to virtual or live agents.
  6. Set up SMS integration on ServiceNow instance
    Set up conversational SMS on a ServiceNow instance to enable customers to seamlessly talk to virtual or live agents.

Parent Topic:Conversational SMS Integration with AWS End User Messaging