Configure Facebook Messenger

Release version: Australia
Updated July 17, 2026
2 minutes to read
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Summary of Configure Facebook Messenger

Configuring Facebook Messenger as a consumer messaging channel in ServiceNow Customer Service Management (CSM) enables customers to initiate support conversations directly through Messenger. These conversations are routed to service agents who manage interactions in the CRM Workspace. This integration supports seamless customer journeys, such as troubleshooting Wi-Fi router issues, by linking customer accounts, providing virtual agent assistance, and enabling escalation to live agents with full context.

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Key Features

  • Facebook Messenger Integration: Connects Facebook Messenger with ServiceNow to handle customer inquiries as Messaging interactions.
  • Customer Account Linking: Automatically matches Facebook IDs to existing customer accounts or allows live agents to verify and link accounts manually.
  • Virtual Agent Support: Enables the Customer Service Virtual Agent to engage customers via Messenger, providing product selection prompts and relevant knowledge articles.
  • Live Agent Transfer: Supports escalation from Virtual Agent to live agents, with transfer of customer history, device details, and prior interactions.
  • CRM Workspace: Provides agents with a configurable interface to efficiently manage customer conversations, cases, and support resolution.

Implementation Workflow

Configuration involves a series of administrative steps to enable full Facebook Messenger integration:

  • Install Plugins: Deploy the Conversational Integration with Facebook Messenger application and required plugins.
  • Set Up Facebook Developer Account: Create a Facebook app and page, comply with Messenger Platform policies, and enable Messenger within ServiceNow.
  • Integrate Virtual Agent: Connect the Customer Service Virtual Agent to Facebook Messenger for automated conversational support.
  • Configure Chat Transfer: Use the Advanced Work Assignment application to route Messenger chats from customers to live agents as needed.
  • Configure CRM Workspace: Set up the CSM Configurable Workspace to empower agents to interact effectively with customers and resolve issues.

Benefits for ServiceNow Customers

This integration streamlines customer support by leveraging a popular social messaging platform, enhancing responsiveness and customer satisfaction. By combining automated virtual agent assistance with smooth transition to live agents, customers receive personalized, efficient service. Agents benefit from consolidated interaction histories and tools within the CRM Workspace, enabling faster issue resolution and improved service delivery.

Configure Facebook Messenger as a consumer messaging channel within ServiceNow Customer Service Management (CSM). Enabling Facebook Messenger as a channel lets customers start support conversations. Those conversations route to service agents, who manage them in the CRM Workspace.

Here's an example of a customer service journey for Wi-Fi router troubleshooting showing Facebook Messenger integration with omnichannel.

A customer contacts the router manufacturer through Facebook Messenger because a new laptop can't connect to the home Wi-Fi. CSM matches the Facebook ID to the customer account when available in the system and creates a Messaging interaction. When the user is not logged in, a live agent does a lookup and verifies in the CRM Workspace to link the customer account. Virtual Agent asks the customer to select the product, then suggests relevant knowledge articles for Wi-Fi troubleshooting. The customer follows an article and reconnects the laptop, so CSM logs the interaction as resolved and closes the chat. If the issue continues, the customer can escalate to a live agent, who receives the account history, device details, and the articles already reviewed.

Figure 1. Facebook Messenger configuration workflow
Use case example workflow displaying customer service journey for a Wi-Fi router troubleshooting issue.

Facebook Messenger implementation workflow

The following workflow shows how to Configure Conversational Integration with Facebook Messenger
Configuration step Description Role
1 Install Conversational Integration with Facebook Messenger Install required Plugins for Conversational integration and the Facebook Messenger application. Admin
2 Set up Conversational Integration with Facebook Messenger

Integrate  Facebook Messenger with your  ServiceNow  instance using the  Conversational Integration with Facebook Messenger application.

Facebook Messenger settings:

  1. Set up a Facebook developer account

  2. Create a Facebook app

  3. Review Messenger Platform Policy and Pre-launch checklist

  4. Submit app for review

  5. Create a Facebook page within the Facebook app created earlier

  6. Enable Facebook Messenger

Admin
3 Integrating Virtual Agent with messaging apps Integrate the  Customer Service  Virtual Agent with  Facebook Messenger to enable virtual agent conversations in the messenger. Admin
4 Transfer Facebook Messenger chat conversations to live agents Configure the  Advanced Work Assignment application to transfer a  Facebook Messenger chat conversation initiated by a requester (customer contact or consumer) to a live agent. Admin
5 Get started with Advanced Work Assignment To implement  Advanced Work Assignment , complete these initial configuration and setup steps. Admin
6 Set up CRM Workspace

CSM Configurable Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently.

Set up  CSM Configurable Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues.

 Admin

See Integrating Facebook Messenger with Customer Service Management.