---
title: Using Conversational SMS Integration with AWS End User Messaging
description: Enable a customer to converse with a live or virtual agent using the SMS integration with AWS End User Messaging.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/using-conversational-sms-integration-with-amazon.html
release: australia
product: Virtual Agent
classification: virtual-agent
topic_type: concept
last_updated: "2026-10-09"
reading_time_minutes: 1
breadcrumb: [Conversational SMS Integration with AWS End User Messaging, Integrate VA with messaging apps, Integrate VA with other channels, Virtual Agent, Conversational Interfaces]
---

# Using Conversational SMS Integration with AWS End User Messaging

Enable a customer to converse with a live or virtual agent using the SMS integration with AWS End User Messaging.

Customers can message the phone number to speak to an agent and resolve their queries. A conversation is first initiated by a virtual agent that collects basic information about the issue and then transfers the chat to a live agent.

A live agent can accept SMS conversations as a work item from their Agent Workspace inbox and can converse with the customer through a series of text messages. A live agent can also share knowledge articles as a link, share any URLs, or even add images as attachments.

**Parent Topic:**[Conversational SMS Integration with AWS End User Messaging](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/conversational-sms-integration-amazon.md)