Virtual Agent in Whatsapp with Whatsapp Cloud API

[Al_Andrea]

Hi,

I installed the sn_va_whatsapp plugin because I need to implement a Virtual Agent powered by Agentic AI that is available via Whatsapp channel. 

I am waiting for the various parameters from the Whatsapp side to do the configuration but in the meantime, by reading the documentation, I did not understand how am I supposed to configure an assistant to be used in Whatsapp. In the display experience tab of the assistant, in the channels tab, under Whatsapp there is still "Get the plugin".

Can anybody point me to a guide to follow that illustrates how to do the configuration or help me by giving me some instructions?

[Tanushree Maiti]

Hi @Al_Andrea 

Step by step instructions are given in the doc. Ensure you have entitlement for Whatsapp cloud API.

Set up Conversational Integration with WhatsApp (WhatsApp Cloud API) 

Configure WhatsApp channel 

Integrating WhatsApp with Customer Service Management using the WhatsApp Cloud API 

https://www.youtube.com/watch?v=e5O130MnJks

[Al_Andrea]

@Tanushree Maiti  Thanks for the reply!

We have been able to connect WhatsApp and ServiceNow, but we are having trouble adding an assistant to WhatsApp.

When going to the display experiences section of the assistant, in the channels tab, WhatsApp is there but is not selectable.

Now typically this is were you go to deploy an assistant to an external channel, but the documentation for the WhatsApp Cloud API plugin does not explain how to deploy an assistant to WhatsApp.

We tried manually creating a record in the sys_now_assist_deployment_channel_table, it seems to work in the sense that the topic in the assistant is found when a user writes a message to the WhatsApp number, but the AI Agent topic that gets executed crashes and we don't know why.

[Tanushree Maiti]

Hi @Al_Andrea 

Have you configured the integration between ServiceNow and WhatsApp using the WhatsApp Cloud API or Twilio?

Configure WhatsApp channel 

Could you please share the steps you followed to configure the WhatsApp channel and let us know if there are any validation steps we can perform from our end?

It appears that the WhatsApp channel may not be configured correctly, which could be why it is currently unavailable for selection. Could you please verify the configuration and confirm?

KB1117147 Virtual Agent Supported Channels not available to select