Integrating Virtual Agent with Facebook Messenger

Engage with requesters including customer contacts and consumers who prefer the Facebook Messenger app to chat with an agent.

Request apps on the Store

Visit the ServiceNow Store website 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.

Enable your users to initiate a Facebook Messenger chat conversation with a virtual agent by using the Conversational Integration with Facebook Messenger application. The application connects a requester with a virtual agent or live agent using your company's Facebook Messenger account. To get started with the Conversational Integration with Facebook Messenger application, see Configure Conversational Integration with Facebook Messenger.

Notice regarding use by customers

Customers are solely responsible for the implementation of the Conversational Integration with Facebook Messenger application. The use of this application in a Facebook app requires a review of the app by the Facebook Developer Support team. It is the responsibility of customers to complete this app review process. The following links from the Facebook site provide guidance on how to complete the app review process:

1. Facebook Platform Policy Overview: https://developers.facebook.com/docs/messenger-platform/policy/policy-overview
2. Facebook Pre-Launch Checklist: https://developers.facebook.com/docs/messenger-platform/prelaunch-checklist
3. Facebook review and submission process for applications: https://developers.facebook.com/docs/messenger-platform/#review---submission-process

• Configure Conversational Integration with Facebook Messenger
  Install and set up the Conversational Integration with Facebook Messenger application to enable your users to interact with virtual and live agents.
• Using Conversational Integration with Facebook Messenger
  Enable a requester to converse with an agent using the Facebook Messenger chat conversations.
• Integrating the Facebook Messenger messaging app with other applications
  Review this topic to see which ServiceNow applications and features can use the Conversational Integration with Facebook Messenger application.
• Set up the Virtual Agent integration with Facebook Messenger (Legacy)
  Configure the Virtual Agent integration for Facebook Messenger and associate the app with your instance.
• Configure the help link for the Virtual Agent Facebook Messenger integration (Legacy)
  Use the va.messenger.help.url system property to create the link that opens a web help page when requesters use the Help command in the Virtual Agent Facebook Messenger integration.
• Remove Conversational Integration with Facebook Messenger
  Users can remove the Conversational Integration with Facebook Messenger application when the app is no longer needed.