Whatsapp and Servicenow Integration?

[ALi64]

Hello,

Is it possible to integrate ServiceNow with WhatsApp? if Yes could you please advise how to achieve that  as we need the way to integrate to create incident as well as we need to know how we can integrate to retrieve ticket details such as status.

Thanks in advance,

[Ravi T]

Hi Ali,

Find the below link which will help you

https://community.servicenow.com/community?id=community_question&sys_id=e836c3a1db1cdbc01dcaf3231f9619fe

Mark it correct/helpful if it helps you

Regards

Ravindra

[ALi64]

Hello Ravindra,

Thanks for your update, i can see now WhatsApp provided for integration purposes, please check below API- https://developers.facebook.com/docs/whatsapp/

[Ravi T]

Hi Ali,

I found a video related to it you may have look as well

https://www.youtube.com/watch?v=G_nLY1gizX8

If your question was answered correctly mark it correct and close the thread

so others can easily find the solution from your thread

Thanks

Regards

Ravindra

[asifnoor]

Hello Ali

Yes, it is possible to integrate Whatsapp with ServiceNow, but its only 1-way, i.e. you can post to whatsapp but you cannot read the reply back from WhatsApp into SN.

You can write a BR on the incident table and on insert/update of the incident, you can trigger an API call to whatsapp to send the relevant data to Whatsapp or you can post the incident link to whatsapp.

Kindly refer to 3rd party integrations in SN and it is nothing different.

Reference links: https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/integrate/outbound-rest/concept/c_OutboundRESTWebService.html?title=Outbound_REST_Web_Service#gsc.tab=0

https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/integrate/web-services/reference/r_AvailableWebServices.html?title=Web_Services

Kindly mark the answer as correct/helpful if this helps.