---
title: Set up the Conversational SMS Integration with Twilio
description: Integrate Twilio with Virtual Agent so that you can engage in SMS bot conversations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/configure-twilio-adapter.html
release: australia
product: Virtual Agent
classification: virtual-agent
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Configure, Conversational SMS Integration with Twilio, Integrate VA with messaging apps, Integrate VA with other channels, Virtual Agent, Conversational Interfaces]
---

# 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:

    -   Integration Hub
    -   Twilio spoke
    -   Conversational SMS Service Channel
    -   Conversational SMS Integration with Twilio
    For more information, see [Get entitlement for a ServiceNow product or application](https://store.servicenow.com/$appstore.do#!/store/help?article=KB0030186).

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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/integrate-applications/setup-twilio.md)
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.

        |Field|Description|
        |-----|-----------|
        |Name|Name of the auth token, such as TwilioSMSTestAppAuthToken.|
        |Description|Description of the auth token, such as "Twilio SMS Testing application Auth Token."|
        |Secret|Auth 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.

        |Field|Description|
        |-----|-----------|
        |Name|Name of the message auth, such as VA Twilio SMS Test App Message Auth.|
        |Provider|Provider of the auth token. Enter `Twilio`.|
        |Group name|Name of the recipient group. Leave this field blank.|
        |Service Portal|Service 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.  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.

<table id="table_f34_25r_cmb"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Name

</td><td>

Name of the entity that users are contacting, such as IT Service Desk.

</td></tr><tr><td>

Phone Number

</td><td>

Twilio 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.

</td></tr><tr><td>

Message auth

</td><td>

Message auth that you created.

</td></tr></tbody>
</table>    3.  Click **Submit**.

4.  In the Twilio Console, for the phone number that you specified in Step [3](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/configure-twilio-adapter.md), update the SMS incoming web-hook.

    To update the web-hook, navigate to the phone number in your Twilio console: **Phone Numbers** &gt; **Manager** &gt; **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 Conversational SMS Integration with Twilio, you can create SMS conversation topics in the Assistant Designer Asset library. For more information, see [Getting started with the Asset library in Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/conversation-designer-virtual-agent.md).

**Parent Topic:**[Configuring Conversational SMS Integration with Twilio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/configure-va-sms-twilio-app.md)

**Related topics**  


[Install Conversational SMS Integration with Twilio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/install-sms-twilio.md)

[Install a ServiceNow Store application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_InstallApplications.md)

[Activate a plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_ActivateAPlugin.md)