Purchase a phone number for Messaging Service

Configure Messaging Service for SMS Configure Messaging Service for SMS

Configure the ServiceNow Messaging Service so that you can send and receive SMS messages from your instance of the Messaging Service to third parties via a supported service provider. To configure the Messaging Service , use the three required catalog items.

Role required: Customer Admin

Navigate to Now Support > Automation Store . On the left navigation menu, click Service catalog > Messaging Service . Figure 1. Messaging Service in the Automation Store

Use the catalog items to configure or modify your Messaging Service account. The following catalog items are required to configure your account. Complete the catalog items in the following order: Purchase a phone number Look up account SID and auth token Note: Looking up the account SID and auth token can be done at any time. This information is needed to configure the SMS adapter. Download and configure the SMS adapter Configure the webhook

Once the required catalog items are complete, go to Conversational SMS Integration with Twilio to complete the setup for your Messaging Service account.

To manage your Messaging Service account, use the following catalog items: Port an existing phone number to Messaging Service . Release a phone number from Messaging Service . View phone numbers and mapped instances for Messaging Service .

Related concepts Conversational SMS Integration with Twilio Purchase a phone number for Messaging Service

Search and purchase a phone number to use with the Messaging Service . Make sure that the phone number is appropriate for your location.

Role required: Customer Admin

Before purchasing a phone number, ensure that you have accessed your account SID and auth token .

Navigate to All > Now Support > Automation Store . On the left navigation menu, click Service catalog > Messaging Service . Click 2. Purchase phone number . The service catalog item is displayed. Figure 2. Catalog item for purchasing a phone number

Choose the appropriate options on the form, such as the locality or the preferred area code. Click Search . If there is an available phone number that matches your query, the number is displayed in the Available Phone Numbers field. Select the number that you prefer. To purchase the phone number, click Submit . A request record is created for the purchase. Optional: To see the activity and transaction details for this request, click the request number. Click Done .

Configure the webhook .

Look up account SID and auth token for Messaging Service

Look up the account security identifier (SID) and authentication (auth) token for your Messaging Service account. This information is required in order to set up the Twilio Spoke.

Role required: Customer Admin

Navigate to All > Now Support > Automation Store . On the left navigation menu, click Service catalog > Messaging Service . Click 1. Lookup my Account SID and auth token . The service catalog item is displayed. The item shows the company name and the friendly name. If you have more than one friendly name, then select the right friendly name from the Friendly Name list. Figure 3. Catalog item for looking up Account SID and auth token

Click Submit . The SID and auth token are displayed. Right-click the SID and auth token to copy and save them. You will need the SID and auth token when you download and configure the SMS adapter.

Download and configure the SMS adapter

Configure the webhook for Messaging Service

Configure the webhook to associate your phone number to a ServiceNow instance.

Role required: Customer Admin

Complete the Lookup SID and auth token and Purchase a phone number catalog items. Download and configure the SMS adapter .

Navigate to All > Now Support > Automation Store . On the left navigation menu, click Service catalog > Messaging Service . Click 3. Configure Webhook . The service catalog item is displayed. Figure 4. Catalog item for configuring the webhook

Choose the appropriate friendly name and purchased phone number on the form. Click Submit . A request record is created. Optional: To see the activity details that show the webhook URL and the associated phone number, click the request number. Click Done .

Port an existing phone number to Messaging Service

Move an existing phone number to your ServiceNow instance by using the Port existing phone number catalog item. Once the number is ported to your ServiceNow instance, you can use the phone number to interact with customers.

Currently, only phone numbers from the continental United States can be ported. Role required: Customer Admin

This process can take 2–4 weeks to complete. Once the process is complete, you can use the full set of Messaging Service features on this phone number.

Navigate to All > Now Support > Automation Store . On the left navigation menu, click Service catalog > Messaging Service . Click Port existing phone number . The service catalog item is displayed. Figure 5. Catalog item for porting a phone number

Click the check boxes to agree to the terms and conditions. Complete the form with the necessary information. To release your number to Twilio , download and fill out a copy of the Letter of Authorization (PDF format only) from the provided link on the service catalog item. To release your number to Twilio , upload your copy of the Letter of Authorization. Upload your last billing statement for the phone number, or a screenshot showing the purchase of the phone number (PDF format only). Click Submit . A request record is created. Optional: To see the details of the request, click the request number. Click Done .

You will be notified by email once the request is complete.

Release a phone number from Messaging Service

If you have a phone number that you no longer want to use with your Messaging Service account, then remove it by using the Release phone number service catalog item.

Role required: Customer Admin

Navigate to All > Now Support > Automation Store . On the left navigation menu, click Service catalog > Messaging Service . Click Release phone number . The service catalog item is displayed. Figure 6. Catalog item for releasing a phone number

Choose the Company , Friendly Name , and the phone number that you want to remove from the catalog item. Click Submit . A request record is created. To see the details of the request and to confirm that the phone number has been released, click the request number. Click Done .

View phone numbers and mapped instances for Messaging Service

If you have multiple ServiceNow instances, then use the View my phone numbers and mapped instances catalog item to see which phone numbers are associated each instance account.

Role required: Customer Admin

Navigate to All > Now Support > Automation Store . On the left navigation menu, click Service catalog > Messaging Service . Click View my phone numbers and mapped instances . The service catalog item is displayed. Figure 7. Catalog item for viewing phone numbers and mapped instances

Choose the appropriate Company and Friendly name . Click Submit . The list of phone numbers on your account and the associated instance are displayed. If the phone number is not configured for an instance, then the Instance column shows Not Configured .