question How to authenticate users who write through WhatsApp (Twilio), to then consume the Virtual Agent. in Community Central forum

How to authenticate users who write through WhatsApp (Twilio), to then consume the Virtual Agent.

AndresCamiC — Wed, 10 Jul 2024 15:20:51 GMT

How to authenticate users who write through WhatsApp (Twilio), to then consume the Virtual Agent.

Currently, what was found in the documentation to perform the integration was configured, using the "Conversational Integration with WhatsApp (powered by Twilio)" application and ServiceNow, at this time what is required to know is;

1. How to authenticate users who write through WhatsApp (Twilio), before they can consume the Servicenow VirtualAgent? Since this is not identified or found in the documentation, we do not know how to do it, since the authentication should be an OTP code, we appreciate your support.

2. Is this Authentication configuration done in Servicenow through the Virtual Agent flow or in the Twilio Console?

3. What should be the best way to authenticate this configuration based on the integration of the "Conversational Integration with WhatsApp (powered by Twilio)" plugin?

Thank you very much in advance for your help, Sevicenow Community.

#Twilio

Re: How to authenticate users who write through WhatsApp (Twilio), to then consume the Virtual Agent

Thiago — Mon, 12 May 2025 12:29:15 GMT

Good morning, @AndresCamiC ,

Were you able to resolve it?

I'm facing the same issue...
I configured the integration between ServiceNow and WhatsApp using Twilio, but I need the user to be authenticated before transferring to the Agent.

Re: How to authenticate users who write through WhatsApp (Twilio), to then consume the Virtual Agent

VenkyCommunity — Thu, 30 Oct 2025 08:12:02 GMT

Is there any technical documentation available for configuring Twilio WhatsApp? I would greatly appreciate it if you could share it with me, as it would be very helpful for me to set it up.