---
title: Set up HR Service Delivery Conversational SMS service channel
description: Configure the Conversational SMS service channel store app for HR Service Delivery.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/agent-workspace-for-hr-case-management/setup-hr-sms-service-channel.html
release: australia
product: Agent Workspace for HR Case Management
classification: agent-workspace-for-hr-case-management
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [SMS conversations in HR Service Delivery Agent Workspace, Using Agent Workspace for HR Case Management, Agent Workspace, HR Service Delivery, Employee Service Management]
---

# Set up HR Service Delivery Conversational SMS service channel

Configure the Conversational SMS service channel store app for HR Service Delivery.

## Before you begin

Role required: admin

## About this task

The HR Service Delivery base system includes the **HR SMS** service channel queue with the default **HR SMS Support Group** assignment group. The **Agent assignment rule** is capacity based by default. For HR Service Delivery, configure the SMS service channel for the HR SMS queue.

## Procedure

1.  Navigate to **All** > **Advanced Work Assignment** > **Service Channels**.

2.  Select the **SMS** service channel.

3.  On the Service Channel SMS form, select the **Active** check box to activate the service channel.

    **Note:** By default, most of the form is populated for you. **Capacity and Utilization** fields are set to 1 for **Default work item size** and 4 for **Default capacity**. You can change these, and any form values, if desired.

    \[Omitted image "setup-hr-sms-service-channel.png"\] Alt text: Service Channel SMS form showing Active check box and capacity settings for HR SMS

4.  Select the Queues related list to view and configure the HR SMS queue.

    \[Omitted image "Queues-related-list-hr-sms.png"\] Alt text: Queues related list displaying HR SMS queue configuration

5.  View the default configurations on the Queue HR SMS form, ensuring the **Active** check box is checked.

6.  Modify values as you desire.

    \[Omitted image "hr-sms-queue-configuration.png"\] Alt text: Queue HR SMS form showing Active check box and default configuration settings

7.  Select on any of the related lists to view or modify default configured values.

    **Note:** Notice that the Assignment Eligibility related list defaults to the **HR SMS Support Group**. Manually add users to this group to route assignments. Refer to [Add a user to a group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_CreateAGroup.md) to learn how to add users to this group.

8.  Select **Update** to save any changes you made.

9.  Update the Advanced Work Assignment Presence States by navigating to **Advanced Work Assignment** > **Settings** > **Presence States**.

10. Select **Available** in the Presence States list.

11. In the Presence State Available form, select **SMS** in the **Service channels Available** column and move it to the **Selected** column using the right-pointing arrow.

    \[Omitted image "sms-hr-presence-state-config.png"\] Alt text: Presence State Available form with SMS moved to Selected service channels column

12. Select **Update**.

    **Note:** For complete information regarding Conversational SMS service channels and setup guidance, refer to [Conversational SMS service channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/conversation-sms-service-channel-store-app.md).