SMS Inside ServiceNow
Enable two-way SMS conversations directly in ServiceNow to resolve incidents faster and improve team collaboration.
Harness the power of SMS in ServiceNow
Transform how you communicate with users and resolve incidents by integrating SMS directly into your ServiceNow workflows.
Instant Notifications
Mass send texts to your users or to specific groups instantly. Inform users of critical incidents to keep them in the loop with real-time notifications.
Two-Way Conversations
Respond to users with personalised, custom-designed messages. One-way mass texting is good, but two-way SMS is better. Interact with your end users.
Granular Controlled Subscriptions
Empower your end users to subscribe and unsubscribe to SMS notifications, giving them control over their notification preferences and privacy.
Sync Real-time Insights
Access real-time SMS delivery and read receipts, providing visibility into message delivery and engagement for better incident management.
Advanced Capabilities Built for ServiceNow
Powerful features designed specifically for enterprise ServiceNow environments
Two-Way Messaging
Capture inbound messages and replies directly in ServiceNow to keep all communication in one place for complete visibility.
- Receive SMS replies in incident records
- Automatic conversation threading
- Complete communication history
- Real-time status updates
"Your incident INC0012345 has been assigned to our team."
"Thanks! When can I expect resolution?"
✓ Reply captured and linked to INC0012345
Flow Designer Integration
Build custom SMS workflows with no coding required. Use simple actions to send messages, wait for replies, and check delivery status.
- Drag-and-drop workflow builder
- Pre-built SMS action cards
- Conditional logic and branching
- Integration with existing flows
// Flow Designer Actions
→ Send SMS Message
→ Wait for Reply
→ Check Message Status
→ Get Delivery Report
// No coding required!
Features/Notifications
Custom status updates
Incident triggers
Approval workflows
Custom alert routing
How to get started
Install the app on
Download and install the ServiceNow Messenger app with just a few clicks from the ServiceNow Store.
Configure your provider
Set up your SMS provider (Twilio, Plivo, Bandwidth) with our step-by-step configuration wizard.
Start your teams
Begin sending SMS notifications and enable two-way conversations to accelerate incident resolution.
Ready to transform your ServiceNow experience?
Join hundreds of organisations using SMS to accelerate incident resolution