Messaging in ServiceNow CSM
An overview of messaging channels in ServiceNow, such as WhatsApp, and how they support conversational customer engagement.
Overview
ServiceNow provides robust messaging integrations that enable organizations to engage with customers over popular messaging apps and SMS. Through these channels, end users can chat with ServiceNow Virtual Agent or live support agents using the apps they already use, such as SMS text messaging, WhatsApp, Facebook Messenger, LINE, and Apple Business Chat.
Conversations over messaging are asynchronous, meaning users and agents can communicate at different times and resume conversations where they left off instead of needing a continuous live chat session.
Under the hood, these messaging integrations leverage ServiceNow Virtual Agent and Agent Chat frameworks. Agents use ServiceNow Agent Workspace to handle incoming messages from all channels in one place, with context preserved across bot to agent handoffs.
SMS Messaging
SMS messaging allows customers to interact with ServiceNow using standard text messages. ServiceNow supports SMS through Twilio, enabling automated Virtual Agent responses and escalation to live agents.
Typical use cases
- Receiving case or order status updates
- Submitting simple service requests
- Conversational support for quick questions
- Proactive notifications and confirmations
WhatsApp Messaging
WhatsApp is a widely adopted messaging platform and a key channel for customer engagement, particularly in regions where it is the primary communication tool.
Common capabilities include
- Customer initiated conversations
- Virtual Agent guided flows
- Seamless handoff to live agents
- Rich messaging experiences
WhatsApp is often used for higher engagement conversations that benefit from persistent history and a familiar user experience.
Facebook Messenger
Facebook Messenger enables organizations to provide support directly from their Facebook presence.
- Social customer service interactions
- Automated Virtual Agent responses
- Live agent takeover
LINE Messaging
LINE is a primary messaging channel in several Asian markets and is supported in ServiceNow for conversational engagement.
- Region specific LINE first strategies
- Automated self service interactions
- Interactive conversational messaging
Apple Messages for Business
Apple Messages for Business allows customers to engage with organizations using the native Messages app on Apple devices.
- Premium customer experiences on iOS
- Guided and secure interactions
- Smooth transitions from bots to agents
