Exploring Conversational SMS Integration with Twilio
Conversational SMS Integration with Twilio enables users to initiate conversations with Virtual Agent by messaging your Twilio phone number.
Note: Do not use the same ServiceNowTwilioDirect or Twilio Notify phone number for Conversational SMS Integration with Twilio. Instead, use separate Twilio numbers for Conversational SMS Integration with Twilio and ServiceNowTwilioDirect.
The user texts, "I have an issue." Virtual Agent asks for additional information and offers 4 choices for the user to select: Product issue, Order support, Billing, and Other.
If a bot transfers the conversation to a live agent, the agent can respond to SMS messages in Agent Workspace.
After you set up the Conversational SMS Integration with Twilio, you can create SMS conversation topics in Virtual Agent Designer. For more information about using the tool, see Getting started with the Asset library in Assistant Designer.
Capturing information from a user in an SMS chat conversation
Supported controls
The Conversational SMS Integration with Twilio does not support all the available controls in Virtual Agent Designer.
The following user input controls are supported in Twilio SMS conversations:
| User input control | Description | ||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| Text | User enters a plain text string in the conversation. Image omitted: sms-text-input.png User enters text in a conversation: "I need help!" | ||||||||||
| Static Choice | User selects an item from a predefined list. Image omitted: sms-user-static-choice.png User enters "CHANGE." The bot displays 3 additional timeslots and an "Other" option. The user enters the number for a new timeslot. Appointment is confirmed. | ||||||||||
| Dynamic Choice | User selects an item from a list that is created dynamically. For example, the user can select from a list of cases that they opened. Image omitted: sms-user-ref-choice.png The bot displays the user's 7 open cases. The user enters 6, and the bot provides a link to view that case. | ||||||||||
| Boolean | User enters a Boolean response to the bot. For example, the user can reply "Yes" or "No" in the conversation. Image omitted: sms-boolean-input.png The bot congratulates the user on their purchase and offers to display more information. The user enters "Yes," so the bot provides a link to a KB article. | ||||||||||
| File picker | User sends a file to the bot.Note: Conversational SMS Integration with Twilio doesn't support all file types. Only images can be sent in an SMS conversation. Image omitted: sms-image-input.png The bot displays an example image that indicates the serial number location. The user uploads a photo of their product's serial number.</p></td></tr></tbody> For more information on configuring user input controls, see Virtual Agent Designer user input controls. The following bot responses are supported in Twilio SMS conversations:
For more information on configuring bot responses, see Virtual Agent Designer bot responses. Live agents can use the Text, Card, and Image response controls to reply to users in SMS conversations. User subscriptions for SMS update notificationsBeginning with version 1.1.1, your users with ServiceNow accounts (sys_user profiles) can choose to start or stop receiving SMS updates in their conversations. Note: Notifications in messaging channels can be sent to users with ServiceNow accounts. Other recipients, such as consumer and customer contacts, are considered to be guests and cannot receive notifications on messaging channels. To comply with privacy regulations, user notifications are turned off by default. Users can opt in or change their settings in the following ways:
Image omitted: sms-notifications-start-stop.png The user enters "notifications" to view settings, which are currently on. The user enters STOP, and the bot unsubscribes them. When the user enters START, the bot confirms the re-subscription. To learn more about Virtual Agent notifications, see Configuring Virtual Agent notifications. For details about creating content for a messaging notification, see Define Virtual Agent notification contents. What to explore nextTo learn more about configuring and using , see:
Parent Topic:Conversational SMS Integration with Twilio |