---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/conversational-interfaces

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configure

# Configure Conversational Integration with Facebook Messenger {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Install and set up the Conversational Integration with Facebook Messenger
application to enable your users 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 Facebook Messenger messaging app with a ServiceNow application using the Conversational Integration with Facebook Messenger application.

## Procedure

1. [Install Conversational Integration with Facebook Messenger](https://www.servicenow.com/docs/_4qcL02sF57SOHPIo_mk4g "You can install the Conversational Integration with Facebook Messenger application (sn_va_fb_messenger) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.").
2. [Set up Conversational Integration with Facebook Messenger](https://www.servicenow.com/docs/MdTWMxbdSKQ4Nmg3KCQE~A "Integrate Facebook Messenger with your ServiceNow instance using the Conversational Integration with Facebook Messenger application. Use the application to engage customers in conversations with bots.").
3. [Design virtual agent topics
   to capture information from a Facebook Messenger chat
   conversation](https://www.servicenow.com/docs/IX8xDWOcTWVp8lc40hXxcQ "Use the collection of input controls provided by the Virtual Agent Designer to prompt and capture information from the user in a Facebook Messenger chat conversation.").
4. **Optional:** [Close idle Facebook Messenger chat conversations](https://www.servicenow.com/docs/Z~v9VsKagsN5jqLTY2jyPA "Enable agents to effectively manage their active Facebook Messenger chat conversations by automatically closing conversations after they have been inactive for a pre-configured amount of time.").
5. **Optional:** [Integrate Facebook Messenger with other ServiceNow applications.](https://www.servicenow.com/docs/mYScFgsZw5tRhIJO7wjP5A "Review this topic to see which ServiceNow applications and features can use the Conversational Integration with Facebook Messenger application.")
6. **Optional:** [Transfer Facebook Messenger chat conversations to live agents](https://www.servicenow.com/docs/tSyiNcn7bkS0PCDsCw8EFw "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.").
{#messg-fbm-configure__steps_f4z_2z2_bnb}
* **[Install Conversational Integration with Facebook Messenger](https://www.servicenow.com/docs/_4qcL02sF57SOHPIo_mk4g)**   
  You can install the Conversational Integration with Facebook Messenger application (sn_va_fb_messenger) if you have the admin role. The application includes demo data and installs related ServiceNow® Store applications and plugins if they are not already installed.
* **[Set up Conversational Integration with Facebook Messenger](https://www.servicenow.com/docs/MdTWMxbdSKQ4Nmg3KCQE~A)**   
  Integrate Facebook Messenger with your ServiceNow instance using the Conversational Integration with Facebook Messenger application. Use the application to engage customers in conversations with bots.
* **[Closing idle Facebook Messenger chat conversations](https://www.servicenow.com/docs/Z~v9VsKagsN5jqLTY2jyPA)**   
  Enable agents to effectively manage their active Facebook Messenger chat conversations by automatically closing conversations after they have been inactive for a pre-configured amount of time.
* **[Integrating the Facebook Messenger messaging app with other applications](https://www.servicenow.com/docs/mYScFgsZw5tRhIJO7wjP5A)**   
  Review this topic to see which ServiceNow applications and features can use the Conversational Integration with Facebook Messenger application.
* **[Remove Conversational Integration with Facebook Messenger](https://www.servicenow.com/docs/645hJKraYaE_ueR8eSBlpQ)**   
  Users can remove the Conversational Integration with Facebook Messenger application when the app is no longer needed.
* **[Legacy setup and configuration](https://www.servicenow.com/docs/k17kU9kn1_IyPyZDsJfVnw)**   
  Set up and configure Conversational Integration with Facebook Messenger (Legacy).