how to authenticate contacts who write on whatsapp

[morenoariza22]

Hi Everyone,

I am integrating servicenow CSM and virtual agent with whatsapp using Twilio, according to the following documentation:
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/virtual-agent/co...

but we have not been able to authenticate users who write via whatsapp, do you have any idea how I can do this, or someone has done it that can tell me how to do this process, as we need to verify that the user who writes is a user of the system, for example through an OTP message to the number from which he writes.

Note: Take into account that this integration is already prebuilt but does not have the authentication section, I have escalated the case with servicenow, but they indicate that since this is not found in the documentation and it is an implementation they can not help us.

[Abbas_5]

Hi @morenoariza22 ,

Please refer to the below link:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-se...

If it is helpful please mark it as helpful and accept the correct solution.

Thanks & Regards,

Abbas Shaik

[morenoariza22]

Hi @Abbas_5,

I have followed the documentation, but they do not indicate how the authentication process is done, currently the integration acts as an open door, any user who knows the whatsapp number can access the virtual agent and this is what we want to avoid.