Configuring Agent-Initiated Messaging Interface

Set up the Agent-Initiated Messaging Interface application to enable agents to send messages to customers through different messaging channels.

Task Description 1. [Install agent-initiated messaging interface](raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/install-agent-init-messg.md). Install the Agent-Initiated Messaging Interface application to integrate a messaging channel with your ServiceNow instance. 2. [Set up agent-initiated message interface for a messaging channel](raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/agent-init-messg-setup.md). Set up the Agent-Initiated Messaging Interface application to send messages from a messaging channel. 3. \(Optional\) [Associate user profiles with agent-initiated messages](raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/agent-init-messg-user-record-ext-pt.md). Use scripted extension points to call custom scripts for associating user profiles with agent-initiated messages. 4. \(Optional\) [Validate recipient IDs for agent-initiated messages](raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/agent-init-messg-validate-recipient.md)Validate recipient IDs for agent-initiated messages . Use scripted extension points to call custom scripts for validating the format of a recipient ID associated with a messaging channel. 5. \(Optional\) [Determine whether messaging channels are available for agent-initiated messages](raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/agent-init-messg-channel-ext-pt.md). Use scripted extension points to call custom scripts for determining whether a messaging channel is applicable to a user profile in an agent-initiated message.

• Install Agent-Initiated Messaging Interface
  You can install the Agent-Initiated Messaging Interface application (sn_agent_initiated) if you have the admin role. The application installs related ServiceNow® Store applications and plugins if they are not already installed.

• Set up Agent-Initiated Messaging Interface for a messaging channel
  Set up the Agent-Initiated Messaging Interface application to send messages from a messaging channel.

• Associate user profiles with agent-initiated messages
  Use scripted extension points to call custom scripts for associating user profiles with agent-initiated messages.

• Validate recipient IDs for agent-initiated messages
  Use scripted extension points to call custom scripts for validating the format of a recipient ID associated with a messaging channel.

• Determine whether messaging channels are available for agent-initiated messages
  Use scripted extension points to call custom scripts for determining whether a messaging channel is applicable to a user profile in an agent-initiated message.

• Components installed with Agent-Initiated Messaging Interface
  Several types of components are installed with installation of the Agent-Initiated Messaging Interface application, including tables, plugins, and ServiceNow Store applications.

• Messaging channels for Agent-Initiated Messaging Interface
  Install and configure applications to enable a messaging channel for use with the Agent-Initiated Messaging Interface application.

Parent Topic:Configuring Agent Chat