Install Conversational Integration with WhatsApp (powered by Twilio)

Install the Conversational Integration with WhatsApp (powered by Twilio) 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.

Before you begin

• Ensure that the application and all of its associated ServiceNow Store applications have valid ServiceNow entitlements. For more information, see Get entitlement for a ServiceNow product or application.

Role required: admin

About this task

The following applications or plugins are installed with Conversational Integration with WhatsApp (powered by Twilio):

Twilio Spoke (sn_twilio_spoke)

Provides Integration Hub actions that may be used to create, update, delete, and look up records on the Twilio app.

For more information on activating this application, see Twilio spoke.

Conversational Custom Chat Integration (com.glide.cs.custom.adapter)

Provides custom chat integration framework of scriptable APIs to enable the Virtual Agent application on any conversational interface.

For more information on this plugin, see Creating conversational custom chat integrations in Virtual Agent.

ServiceNow IntegrationHub Runtime (com.glide.hub.integration.runtime)

Enables execution of Integration Hub actions and flows.

Complex Object (com.glide.cobject)

Enables complex objects.

Agent-Initiated Messaging Interface (sn_agent_initiated)

Provides configurations for the agent-initiated messaging capabilities. 

Procedure

1. Navigate to All > System Applications > All Available Applications > All.
2. Find the Conversational Integration with WhatsApp (powered by Twilio) application (sn_va_whatsapp_twi) using the filter criteria and search bar.

   You can search for the application by its name or ID. If you cannot find the application, you might have to request it from the ServiceNow Store.

   Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

3. In the Application installation dialog box, review the application dependencies.

   Dependent plugins and applications are listed if they will be installed, are currently installed, or need to be installed. If any plugins or applications need to be installed, you must install them before you can install Conversational Integration with WhatsApp (powered by Twilio).

4. Optional: If demo data is available and you want to install it, select the Load demo data check box.
   Demo data are the sample records that describe application features for common use cases. Load the demo data when you first install the application on a development or test instance.
5. Select Install.