Can users create HR case/Incident from whatsapp

[Vadla Srimaan]

Hi everyone,

I have seen community links about whatsapp integration with servicenow which talks about information exchange between requestor and agents.

But can a user create a ticket in servicenow from whatsapp?

TIA

[Sandeep Rajput]

@Vadla Srimaan This should ideally be possible by integrating whats app using Twilio and handing over the conversation to a Virtual/Live Agent. Please refer to https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-servi... to know about similar integration in CSM. The specific example talks about CSM but similar implementation can be done in HRSD as well.

[fahem2]

I want to use it with WhatsApp Business, Please anyone reply to me...!

[Vadla Srimaan]

Hi Fahem, I have not tried the solution.

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