WhatsApp Integration

Dubz · ‎06-15-2017

Hi,

Bit of a general question, i'm just wondering if anyone has done or is aware of a WhatsApp integration for Service Now? We use WhatsApp groups to provide Incident updates to our high priority 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.

Any input welcome.

Cheers

Dave

josh_nerius · ‎06-15-2017

Hi Dave,

The challenge with WhatsApp integrations is that WhatsApp does not provide an API for developers. This has historically made any attempts at building an integration difficult or impossible. There are several unofficial projects out there such as GitHub - tgalal/yowsup: The python WhatsApp library and GitHub - mgp25/Chat-API: The php WhatsApp library, but these are not guaranteed to continue working - WhatsApp could make a change that irreparably breaks any integrations using these libraries.

For more info, see WhatsApp cofounder: Sorry developers, no API for you.

Edit: I should mention that since Facebook acquired WhatsApp, there has been talk of additional functionality for businesses. It's unclear whether or not this will open up possibilities for integrations, but it's worth keeping an eye on things since they may change.

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Amanda45 · ‎02-03-2023

I have tried integrating this yo whatsapp latest version. But it is not working very well. May be you can try with any other version.

_willians · ‎08-19-2018

You can integrate it now. Just check the WhatsApp API -- https://developers.facebook.com/docs/whatsapp/

Community Alums · ‎05-09-2020

Hello Willians Medeiros,

Could you please share the steps on how to integrate ServiceNow with WhatsApp?

Thanks in advance

Regards,

Rajasekhar Kolli

_willians · ‎05-09-2020

Hi Rajasekhar,

For some customers here the main solution instead of using Facebook API, they are adhering to a broker instead, like Twilio or Infobip, some of those integrations are not just notification messages but conversations, and the brokers API handle that easily.

https://www.twilio.com/whatsapp --> https://www.twilio.com/docs/whatsapp/api

https://dev.infobip.com/#programmable-communications/whatsapp

Best,

Willians Medeiros

Community Alums · ‎05-11-2020

Hi Willians,

Thanks for your response, I am pretty new to integration however I'll try to explore.

Regards,

Rajasekhar