Send Whatsapp message through twilio when incident updated or created

[suresh91]

Hi All,

I have requirement that, need to send whatsapp message to caller or user through twilio whatsapp message when incident created or updated.

Could you please guide me on this? what steps need to follow or please provide any docs which helpful for my requirement?

Thanks

[suresh91]

Hi @rick5050 

Thanks for your detailed explanation, This is really helpful for me.

[akshaysotio]

Hi @suresh91 ,

Could you please share how you implemented this scenario? I'm working on a similar one and would appreciate your insights.
Thanks in advance.

Regards,
Akshay

[suresh91]

Hi @rick5050 

I have done the configuration of twilio and also created REST message in servicenow. While testing POST method using REST message getting the below error.

Error: {"code": 21604, "message": "A 'To' phone number is required.", "more_info": "https://www.twilio.com/docs/errors/21604", "status": 400}

Please find the attached screen shots of POST method configuration.

I have also added the variable substitutions.

But still getting above mentioned error. Could you please help me on this? where it went wrong or need to do any changes in configurations?

Thanks

[Dr Atul G- LNG]

Hi @suresh91 

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/task/...

https://www.servicenow.com/community/developer-articles/servicenow-whatsapp-integration/ta-p/2324535