Configure Conversational Integration with WhatsApp (WhatsApp Cloud API)

Install and set up the Conversational Integration with WhatsApp (WhatsApp Cloud API) application to enable requesters to interact with virtual and live agents.

Before you begin

Role required: admin

About this task

This task provides the general steps to integrate the WhatsApp messaging app with a ServiceNow application using the Conversational Integration with WhatsApp (WhatsApp Cloud API) application.

Procedure

1. Install Conversational Integration with WhatsApp.
2. Set up Conversational Integration with WhatsApp.
3. Capturing information from a user in a WhatsApp chat conversation.
4. Optional: Close idle WhatsApp chat conversations.
5. Optional: Integrate WhatsApp with other ServiceNow applications.

• Install Conversational Integration with WhatsApp (WhatsApp Cloud API)
  Install the Conversational Integration with WhatsApp (WhatsApp Cloud API) so that your business can interact with requesters on the WhatsApp app. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
• Set up Conversational Integration with WhatsApp (WhatsApp Cloud API)
  Set up the Conversational Integration with WhatsApp (WhatsApp Cloud API) application so that you can engage requesters in bot conversations. Integrating with ServiceNowVirtual Agent enables you to interact on WhatsApp chat with a Virtual Agent or Live Agent.
• Set the URL navigation for WhatsApp chat
  When agents share links in their WhatsApp chat conversations, customize the portal that those links point to. For example, you can configure links to point to your brand’s portal, or to the ServiceNow portal.
• Closing idle WhatsApp chat conversations
  Enable agents to effectively manage their active WhatsApp chat conversations by automatically closing idle conversations after they’ve been inactive for a preconfigured amount of time.
• Integrating the WhatsApp messaging app with other applications
  Other ServiceNow applications and features can use the Conversational Integration with WhatsApp (WhatsApp Cloud API) application.
• Configure WhatsApp Cloud API provider properties
  You can customize the behavior of the Conversational Integration with WhatsApp (WhatsApp Cloud API) application by configuring its provider properties.