Set up the Conversational SMS service channel

---
title: Set up the Conversational SMS service channel
description: Configure the Conversational SMS service channel store app.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/configure-conversational-sms.html
release: australia
product: Advanced Work Assignment
classification: advanced-work-assignment
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure, Advanced Work Assignment, Manage people and work, Conversational Interfaces]
---

# Set up the Conversational SMS service channel

Configure the Conversational SMS service channel store app.

## Before you begin

Role required: admin

## Procedure

1.  Navigate to the service channel settings through one of the following navigation paths.

    -   **All** > **Advanced Work Assignment** > **Home**.

        In the Essential settings section, select **Set up service channels**.

    -   **All** > **Advanced Work Assignment** > **Service Channels**.
2.  Select the SMS service channel.

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

4.  Because the SMS group has no users by default, manually add users to the SMS group.

5.  Navigate to **All** > **Advanced Work Assignment** > **Home**.

6.  In the Additional settings section, select **Set up presence states**.

7.  In the Name column, click **Available**.

8.  On the Presence State - Available screen, select **SMS** in the Available column.

    \[Omitted image "sms-presence-state-example.png"\] Alt text: Presence State screen

9.  Select the right-pointing arrow to move SMS from the Available column to the Selected column.

10. Select **Update**.