WhatsApp Integration using REST API

Thiago Pereira
Tera Contributor

‎03-30-2024 07:36 AM

Hi,


I'm just wondering if anyone has done a WhatsApp integration for Service Now without Twilio?
I need use WhatsApp to provide Incident updates to our customers and it would be pretty cool to be able to get the data onto an Incident or Problem ticket or even generate and update the conversation from within Service Now.

 

Cheers

Thiago

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stevesmith333
Mega Contributor

‎05-15-2025 03:22 AM

Yes, it’s possible to integrate WhatsApp with ServiceNow without using Twilio, though it requires more custom development. One common approach is using the WhatsApp Business API directly or through Meta-approved providers (like 360dialog or Vonage) that offer more flexibility than Twilio.

With this setup, you can:

  • Send incident updates to customers on WhatsApp

  • Capture incoming messages and log them into Incident or Problem tickets

  • Automate responses or ticket creation using ServiceNow workflows and webhooks

For those using WhatsApp Plus APK Descargar 2025 version, remember it's a modded version not officially supported by the WhatsApp Business API, so it's not recommended for enterprise-level integrations like this. Stick to official channels for stability and compliance.

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