Skip to content
Conversational SMS Integration with Twilio › 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 Twilio

Install Conversational SMS Integration with Twilio from the ServiceNow Store, configure it, and then configure SMS authentication.

Configuration overview

  1. Install Conversational SMS Integration with Twilio.

    Install the application from the ServiceNow Store.

  2. Set up the Conversational SMS Integration with Twilio.

    Integrate Twilio with Virtual Agent.

  3. Configure SMS authentication.

    Set up user authentication.

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

  5. Set up the Conversational SMS Integration with Twilio
    Integrate Twilio with Virtual Agent so that you can engage in SMS bot conversations.
  6. Configure SMS authentication
    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.

Parent Topic:Conversational SMS Integration with Twilio