Skip to content
Configure › 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

Set up the Conversational SMS Integration with Twilio

Integrate Twilio with Virtual Agent so that you can engage in SMS bot conversations.

Before you begin

Before you can set up the Conversational SMS Integration with Twilio, complete the following tasks:

  1. Ensure that you have valid ServiceNow entitlements for the following products and applications:

  2. Install the following applications on your instance:

    • Integration Hub
    • Twilio spoke
    • Conversational SMS Service Channel
    • Conversational SMS Integration with Twilio
  3. Set up Twilio spoke
  4. Ensure that the Conversational Custom Chat Integration plugin (com.glide.cs.custom.adapter) is active on your instance.

Role required: external_app_install_admin or va_admin

Procedure

  1. Create a Hash Message Verification record.

    1. In the navigation filter, enter hash_message_verification.list and click New.

    2. On the form, fill in the fields.

      FieldDescription
      NameName of the auth token, such as TwilioSMSTestAppAuthToken.
      DescriptionDescription of the auth token, such as "Twilio SMS Testing application Auth Token."
      SecretAuth token that is associated with your Twilio phone number.

    3. Click Submit.

  2. Create a Message Auth record.

    1. In the navigation filter, enter message_auth.list and click New.

    2. On the form, fill in the fields.

      FieldDescription
      NameName of the message auth, such as VA Twilio SMS Test App Message Auth.
      ProviderProvider of the auth token. Enter Twilio.
      Group nameName of the recipient group. Leave this field blank.
      Service PortalService Portal that is associated with the message auth. Leave this field blank.
      Inbound message verificationHash message token that you created.
      Outbound message verificationHash message token that you created.
      Outbound service tokenAuthorized outbound service token. Leave this field blank.

    3. Click Submit.

  3. Create a Messaging Provider Application record.

    1. Navigate to Conversational Interfaces > SMS integration with Twilio and click New.

    2. On the form, fill in the fields.

FieldDescription
NameName of the entity that users are contacting, such as IT Service Desk.
Phone NumberTwilio phone number that users are contacting.Note: Be sure to include the '+' symbol and the country code in front of the phone number. For example: +18185559485.
Message authMessage auth that you created.
3.  Click **Submit**.

  1. In the Twilio Console, for the phone number that you specified in Step 3, update the SMS incoming web-hook.

    To update the web-hook, navigate to the phone number in your Twilio console: Phone Numbers > Manager > Active numbers. Click on the phone number and enter the following address in the Messaging web-hook field:

    https://<instance-name>.service-now.com/api/sn_va_sms_twilio/message

What to do next

After you set up the Conversational SMS Integration with Twilio, you can create SMS conversation topics in Virtual Agent Designer. For more information on using the tool, see Virtual Agent Designer.

Parent Topic:Configuring Conversational SMS Integration with Twilio

Related topics

Install Conversational SMS Integration with Twilio

Install a ServiceNow Store application

Activate a plugin