Set up Conversational Integration with WhatsApp (WhatsApp Cloud API)

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：12分

    • 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.

    始める前に

    Before you begin, do the following:
    • Get ServiceNow entitlements for the following products and applications:
      • Integration Hub
      • Conversational Integration with WhatsApp (WhatsApp Cloud API)

      For more information, see Get entitlement for a ServiceNow product or application.

    • Set up the following applications on your ServiceNow instance:
      • Integration Hub
      • Conversational Integration with WhatsApp (WhatsApp Cloud API)

    Role required: external_app_install_admin or va_admin

    手順

    1. Set up required on the meta developer account and Facebook business account.
      1. Create a Meta developer app by completing the prerequisites and step 1 in the WhatsApp Cloud API Get Started guide.
      2. Copy the App Secret:
        • On the Meta application dashboard, navigate to App Settings > Basic.
        • Note the App Secret.

          You would later use this token to authenticate the WhatsApp account on your ServiceNow instance.

      3. Copy the Phone number ID:
        • Navigate to WhatsApp > API Setup.
        • From the Send and receive messages section, select your WhatsApp-enabled phone number from the From dropdown list.

          You would need this ID to configure the provider record in your ServiceNow instance.

      4. Create a system user access token in Meta Business Manager.

      For more information on how to create a system user access token, see Generating System User Access Tokens. Grant the required permissions while creating the access token and copy the access token.

      You would need this token to configure the Token Verification record in your ServiceNow instance.

    2. To receive messages from WhatsApp in your ServiceNow instance, verify and configure the webhook URL.
      1. In the navigation filter, enter sys_properties.list.
      2. Locate and open the sn_va_whatsapp.webhook_verify_token property.
      3. In the Value field, enter a chosen password or secret.
      4. Select Save.
      5. In the Meta developer console, navigate to WhatsApp > Configuration > WhatsApp Configuration.
      6. Under the webhook section, in the callback URL field, enter the URL in the format https://<instance-name>.service-now.com/api/sn_va_whatsapp/va_whatsapp_adapter.
      7. In the Verify token field, enter the chosen password you configured in the ServiceNow instance in step (c).
      8. Select Verify and save.
      9. In the Webhook fields section, enable the Subscribe toggle switch to subscribe to messages.
    3. To authenticate incoming hash messages from the WhatsApp account, create a Hash Message Verification record that stores the authentication token.
      1. In the navigation filter of your ServiceNow instance, enter hash_message_verification.list.
      2. In the Hash Message Verifications list, select New.
      3. On the form, fill in the fields.
        表 : 1. Hash Message Verification form
        Field Description
        Name

        Name of the record in the Hash Message Verification [hash_message_verification] table that stores the authentication token that is associated with your company's WhatsApp business phone number. For example, WhatsappTestAppInboundToken.
        Description Description of the record. For example, WhatsApp Testing application Auth Token.
        Secret App secret for the application that was set up in the Meta Developer Console.
      4. Make a note of the name of the Hash Message Verification record.
      5. Select Submit.
    4. To send messages with the required authentication headers to the WhatsApp account, create a Token Verification record that stores the system user access token.
      1. In the navigation filter of your ServiceNow instance, enter token_verification.list.
      2. In the Token Verifications list, select New.
      3. On the form, fill in the fields.
        表 : 2. Token Verification form
        Field Description
        Name Name of the record in the Token Verification [token_verification] table that stores the system user access token that is associated with your company's Meta business account. For example, WhatsappTestAppOutboundToken.
        Description Description of the record. For example, WhatsApp Business Testing Application Outbound Token.
        Token System user access token created in Meta Business Manager
      4. Make a note of the name of the Token Verification record.
      5. Select Submit.
    5. Associate outbound message records with a Message Auth record.
      1. In the navigation filter of your ServiceNow instance, enter message_auth.list and select New.
      2. On the form, fill in the fields.
        表 : 3. Message Auth form
        Field Description
        Name Name of the record in the Message Auth [message auth] table. For example, VA WhatsApp Test App Message Auth.
        Provider Provider of the auth token. Enter WhatsApp.
        Group name Name of the group that you created.
        Service Portal Customer service portal that you created.
        Outbound service token A unique token used by the ServiceNow AI Platform to authenticate and authorize access to an external service or API. The token is a credential that enables the ServiceNow AI Platform to securely interact with other systems. This token is generated by the external service and provided to the ServiceNow AI Platform so that the platform can make requests and access resources.
        Inbound message verification Name of the Hash Message Verification record that you created for the inbound hash messages.
        Outbound message verification Name of the Token Message Verification record that you created for the inbound hash messages.
        注:
        The values for the Inbound message verification and Inbound message verification fields are the same.
      3. Select Submit.
    6. Associate the Message Auth record with the WhatsApp-enabled phone number.
      1. In the navigation filter of your ServiceNow instance, enter sys_cs_provider.list.
      2. In the Provider Channels list, select VA Whatsapp Adapter Provider from the Name column corresponding to the WhatsApp channel.
        If the WhatsApp entry isn’t present, enter sys_cs_provider_application.list in the navigation filter to create the list.
      3. In the Provider Channel Identity related list, select New.
      4. On the form, fill in the fields.
        表 : 4. Provider Channel Identity form
        Field Description
        Name Name of the entity that users are contacting, such as IT Service Desk.
        Inbound ID Phone number ID corresponding to your WhatsApp-enabled phone number.
        Message auth Message auth that you created.
      5. Select Submit.
    7. Configure the provider channel identity properties.
      1. Select a provider channel identity that you created.
      2. From the Provider Channel Identity Properties section, select New.
      3. On the form, fill in the fields.
        表 : 5. Provider Channel Identity form
        Field Description
        Name Name of the entity that users are contacting. Enter display_phone_number.
        Value Enter the actual phone number corresponding to the Phone Number ID that you created.
        Description Add a description for the provider channel.
      4. Select Submit.
    8. Enable the server to download media content sent by you.
      1. In the navigation filter of your ServiceNow instance, enter sys_cs_provider.list.
      2. In the Provider Channels list, select VA Whatsapp Adapter Provider from the Name column corresponding to the WhatsApp channel.
      3. Enter lookaside.fbsbx.com in the trusted media domains field.
      4. Select Update.