ServiceNow - WhatsApp Integration

Sujit Jadhav
Tera Guru

In this article, I will be providing a step-by-step overview as to how we can integrate WhatsApp with the Caller ID field of Incident form in the ServiceNow. 

Step-1 

Go to images table(db_image) and save your image that will be used as a clickable Icon. 

SujitJadhav_0-1751521952734.png

 

 

Step-2 

Go to UI Macros (sys_ui_macro) and create a new Macro. In the anchor tag we have copied the image link that was present on the image that we uploaded on the Image table. 

SujitJadhav_1-1751521952735.png

 

 

Step-3 

Update the Attribute of the Assigned To field and call the UI macro in the attribute. "WhatsApp" is the name of Macro that we have created. 

SujitJadhav_2-1751521952736.png

 

 

Step-4 

After Saving the attribute go to incident and open any incident form. You will see WhatsApp icon near the Caller field that we uploaded in image table. 

SujitJadhav_3-1751521952737.png

 

 

Step-5 

Update the UI macro code as mentioned below: 

SujitJadhav_4-1751521952737.png

 

 

SujitJadhav_5-1751521952738.png

 

 

Overall, this code seems to be generating a link/button, when we clicked on the WhatsApp image then chat window with a predefined message containing incident details, possibly in the context of an incident management system like ServiceNow appears. 

 

5 REPLIES 5

GlideFather
Tera Patron

Wow, this is cool, @Sujit Jadhav, thanks!

 

BTW, do you know how it is very licenses/subscriptions? Is it per transaction/message or how?

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/* If my response wasn’t a total disaster ↙️ drop a Kudos or Accept as Solution ↘️ Cheers! */


No licenses/subscriptions is required.

akhil0612
Giga Contributor

very helpful @Sujit Jadhav 

akhil0612
Giga Contributor

akhil0612_0-1754147082732.png

 I am getting the above error while doing this Image save.