How to Integrate ServiceNow with WhatsApp? What option do we have? Can we quickly try in PDI? Any steps would be helpful..

[Ankit69]

I would like to know the steps to integrate ServiceNow with WhatsApp. If any document or reference screenshots would be helpful. If anything done on PDI let me know. What options do we have? How to do through WhatsApp Business API steps please?

[Priyanka Chandr]

Hi,

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 it correct and helpful if it is applicable.

Thanks,

Priyanka.

[jamesm747366405]

Integrating **ServiceNow** with WhatsApp through the Business API involves API configuration and webhooks. For a more customizable and user-friendly option,Fmwatasa  provides advanced features, allowing easier adjustments without complex setups. FM WhatsApp offers greater flexibility for personal or team communication, making it a convenient alternative.

[jasmine123]

Yes, you can integrate WhatsApp or FMWhatsApp with ServiceNow, but it's one-way—messages can be sent, but replies can't be received. You can use a Business Rule on the incident table to trigger an API call to WhatsApp. Refer to ServiceNow's outbound REST documentation for detail 

[jasmine123]

To integrate ServiceNow with WhatsApp Business API, set up a REST Message in ServiceNow to send messages via the WhatsApp API. Use a Business Rule to trigger the API call on incident updates. For two-way integration, use middleware like Twilio to capture responses and forward them to ServiceNow.