Agent-Initiated Messaging Interface

---
title: Agent-Initiated Messaging Interface
description: Enable agents to initiate conversations with customers on a messaging app of customers' choice by using the ServiceNow Agent-Initiated Messaging Interface application.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/agent-chat/agent-init-messg-interface.html
release: australia
product: Agent Chat
classification: agent-chat
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Explore, Agent Chat, Conversational Interfaces]
---

# Agent-Initiated Messaging Interface

Enable agents to initiate conversations with customers on a messaging app of customers' choice by using the ServiceNow® Agent-Initiated Messaging Interface application.

## Request apps on the Store

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).

## Overview of Agent-Initiated Messaging Interface

The Agent-Initiated Messaging Interface application supports agent-initiated conversations for any type of messaging channels such as SMS.

**Note:** The messaging channels are available based on the application associated with the service channel you install. For more information, see [Service channels](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/awa-service-channels.md).

By default, the application is configured for the Conversational SMS service channel in the CRM Workspace. For more information, see [Conversational SMS service channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/conversation-sms-service-channel-store-app.md) and [Initiate messaging conversations from the CSM Configurable Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/agent-init-messg-csm-cws.md).