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

Ankit69
Tera Contributor

‎04-15-2020 05:46 AM

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?

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gbwadown
Kilo Contributor

‎03-25-2025 04:07 AM

To integrate ServiceNow with messaging:

  1. Use Business API via Twilio, Infobip, or Vonage.

  2. Set up REST API Integration in ServiceNow using IntegrationHub or Scripted REST APIs.

  3. Test in PDI with a Twilio sandbox and ServiceNow outbound REST messages.

Refer to API docs and ServiceNow guides for setup. 🚀

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Mimis
Giga Contributor

‎06-15-2025 03:55 AM

Integrating ServiceNow with WhatsApp typically involves using a third-party messaging API provider like Twilio or Sinch, which supports WhatsApp Business messaging. You can set this up by configuring an outbound REST integration from ServiceNow (even in a Personal Developer Instance – PDI) to the provider’s API endpoint, enabling message sending and receiving. Steps include registering with a WhatsApp API provider, obtaining credentials (e.g., SID, token), creating a REST message in ServiceNow, and scripting message triggers via business rules or flow designer. While full two-way communication and webhook testing may require a public URL (e.g., via ngrok), you can simulate outbound messaging within PDI for quick proof of concept.

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