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.

Before you begin

Role required: admin

About this task

Procure an Amazon Web Services (AWS) account with the administrative access to complete the setup of SMS integration and ensure to set up integration on Amazon Web Services before this. To learn how to set up integration on AWS, see Set up SMS End User Messaging Service and AWS resources.

Procedure

1. Create a Hash Message Verification record.

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

   2. On the form, fill in the fields.

      Field	Description
      Name	Name of the auth token, such as AWSSMSTestAppAuthToken
      Description	Description of the auth token.
      Secret	Key value generated while uploading the key material to KMS key during the AWS setup. To learn more about key value, see Set up SMS End User Messaging Service and AWS resources.
      Domain	Domain of the hash message, such as global.

   3. Select Update.

2. Create a Message Auth record.

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

   2. On the form, fill in the fields.

      Field	Description
      Name	Name of the message auth, such as VA AWS SMS App Message Auth.
      Provider	Provider of the auth token. Enter Amazon.
      Group name	Name of the recipient group. Leave this field blank.
      Service portal	Portal that is associated with the message auth. Leave this field blank.
      Inbound message verification	Hash message token that you created.
      Outbound message verification	Hash message token that you created.
      Outbound service token	Authorized outbound service token. Leave this field blank.

   3. Select Update.

3. Create a provider channel identity record.

   1. In the navigation filter, enter sys_cs_provider.list and select New Custom.

   2. Select the Provider Channel Identity related list and select New.

      Field	Description
      Name	Name of the provider channel identity record, such as VA SMS AWS Adapter Provider.
      Channel	The communication channel of the record, such as AWS EUM.
      Short Description	Description of the provider channel identity record.
      Inbound ID	The phone number associated with Amazon Web Services that you created.
      Message Auth	Name of the message auth, such as VA AWS SMS Test App Message Auth.
      Default portal	Portal that is associated with the channel identity record.

4. Add the following provider properties in the Provider Properties related list.

**Note:** The provider properties' values can be provided at a provider channel. However, to override any property to make it specific to a provider channel identity record, then you must add the corresponding provider property at the provider channel identity.

1. Add the Identity Access Management (IAM) user credentials.

   1. In the navigation filter, enter Connection & Credential Aliases and add the AWS credentials for both AWS_EUM. and Amazon S3.

   2. Select New to create a new credential.

   3. Select the type of AWS credentials from the list and select Update to open the AWS Credentials New record form.

   4. On the form, fill in the fields.

5.  Select **Submit**.

Parent Topic:Configuring Conversational SMS Integration with AWS End User Messaging