--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Configure WhatsApp # Configure WhatsApp channel {#ariaid-title1} Release version: Australia Updated November 5, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Configure WhatsApp channel This guide details how to configure WhatsApp as a consumer messaging channel within ServiceNow Customer Service Management (CSM) using the WhatsApp Cloud API or Twilio integration. Integrating WhatsApp directly into ServiceNow enables agents to manage WhatsApp conversations alongside other channels in the CSM Configurable Workspace, improving efficiency and customer experience. The integration supports routing, queue management, and interaction tracking, with optional Virtual Agent (ServiceNow Otto) capabilities to automate responses. Show full answer Show less ## Common Configuration Steps * **Create Service Channel:** Automatically created during plugin installation for WhatsApp, chat, and email channels. It routes customer interactions. * **Create Queue:** Define queues under each service channel to hold interactions waiting for agents, including scheduling availability. * **Configure Advanced Work Assignment (AWA) Routing:** Set assignment rules (e.g., Most Capacity, Least Busy) and groups of agents with required roles to route interactions effectively. * **Set Agent Presence State:** Add the WhatsApp channel to the Available presence state so agents can receive interactions. * **Activate Channel in Workspace:** Confirm WhatsApp channel appears in the CSM Configurable Workspace and test assignment of interactions to agents. * **Configure Wrap-up Codes:** Create and assign codes for agents to categorize interactions for reporting. ## WhatsApp Integration Options ### WhatsApp Cloud API * **Setup WhatsApp Business Account:** Create and verify directly with WhatsApp before configuring ServiceNow. * **Register with Meta:** Register with Meta to obtain API credentials and endpoint access for the WhatsApp Cloud API. * **Complete Omnichannel Common Steps:** Follow the common configuration steps within ServiceNow. * **Activate Virtual Agent (Optional):** Enable Virtual Agent in CSM to provide conversational AI over WhatsApp. ### WhatsApp via Twilio * **Establish Twilio Account:** Set up Twilio and connect to WhatsApp Business Account; Twilio handles messaging infrastructure. * **Setup WhatsApp Business Account:** Verified directly with WhatsApp, required prior to ServiceNow configuration. * **Create Message Templates:** Submit templates for WhatsApp approval for outbound messages outside the 24-hour window. * **Complete Omnichannel Common Steps:** Same as above for queue and routing setup in ServiceNow. * **Activate Virtual Agent (Optional):** Enable Virtual Agent support for WhatsApp via Twilio. Note: Twilio integration offers more limited WhatsApp functionality compared to the Cloud API, lacking controls like list pickers and typing indicators. ## ServiceNow Otto in Virtual Agent Enhance the WhatsApp channel by integrating ServiceNow Otto in Virtual Agent to automate common customer inquiries before escalation to live agents. This AI-powered capability allows customers to self-serve via WhatsApp, improving response times and reducing agent workload. To enable, activate the ServiceNow Otto for CSM and Now Assist in Virtual Agent plugins. ## Benefits for ServiceNow Customers * Unified workspace for WhatsApp and other channels, eliminating data silos. * Improved first-response time by up to 35% due to direct WhatsApp integration. * Consistent queue management, assignment routing, and interaction tracking. * Optional AI-driven Virtual Agent support for automated, conversational customer service. Configure WhatsApp as a consumer messaging channel within ServiceNow Customer Service Management using the WhatsApp Cloud API. WhatsApp integrates with ServiceNow Otto - Virtual Agent, to answer customer questions, with conversations routing to agents through the CSM Configurable Workspace. Twilio integration is also supported but offers more limited functionality than the Cloud API. Here's an example of a customer service journey combining WhatsApp support with omnichannel.{#configure-whatsapp-channel__configure-whatsapp-channel-para-1} Amara is a customer support director at a global e-commerce company managing support across multiple channels. Customers increasingly prefer WhatsApp for support, but the team was handling WhatsApp conversations outside of ServiceNow through a separate platform, creating data silos and inconsistent service levels.{#configure-whatsapp-channel__configure-whatsapp-channel-para-2} After setting up WhatsApp channel integration through the WhatsApp Cloud API (or Twilio), the team can now receive WhatsApp conversations directly in the CSM Configurable Workspace. They get the same queue management, assignment routing, and interaction tracking as other channels.{#configure-whatsapp-channel__configure-whatsapp-channel-para-3} After setting this up, the customer saw support friction drop for WhatsApp-first users, and three channels became one unified workspace. First-response time improved by 35%, and agents now see all customer interactions (WhatsApp, chat, email, phone) in a single queue.{#configure-whatsapp-channel__configure-whatsapp-channel-para-4} The following diagram shows the WhatsApp configuration workflow for administrators, agents, and customers. Figure 1. WhatsApp configuration workflow ## Common configuration steps (required for WhatsApp) {#configure-whatsapp-channel__configure-whatsapp-channel-common-config} Every channel (chat, email, WhatsApp) requires the following foundational setup.{#configure-whatsapp-channel__configure-whatsapp-channel-para-6} {#configure-whatsapp-channel__configure-whatsapp-channel-table-1__entry__4} | | Configuration step | Description | Role | |-|-|-|-| | 1 | [Create service channel](https://www.servicenow.com/docs/5iuOztfUhUg~UJ_vq5egZg "Set up an Advanced Work Assignment (AWA) service channel that you can use to assign case tasks to available users.") | Service channel is created automatically during plugin installation for each channel (chat, email, WhatsApp). This is the container that routes customer interactions. | System (automatic) | | 2 | [Create a queue](https://www.servicenow.com/docs/access?context=awa-create-queue&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Create a queue under each service channel in Omnichannel \> Administration \> Queues. The queue holds interactions waiting for an available agent. Each queue has a name, description, and optional schedule for availability windows. | CSM Admin | | 3 | [Configure AWA routing](https://www.servicenow.com/docs/access?context=awa-create-assignment-rule&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Create an assignment rule in Advanced Work Assignment that determines how interactions are routed to agents. Examples: Most Capacity (assigns to agent with most free time), Least Busy, Round Robin. Create an assignment group with agents who have the required roles (sn_customerservice_agent, sn_customerservice.consumer_agent, awa_agent). Link the rules and group to the queue. | CSM Admin | | 4 | [Set agent presence state](https://www.servicenow.com/docs/access?context=agent-experience&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Add the channel to the Available presence state, so agents are eligible to receive interactions from that channel. Without this step, the queue has no target agents. | CSM Admin | | 5 | 5. [Activate channel in workspace](https://www.servicenow.com/docs/dI5xpCgW5_hU5pL289B1ww "Set up CSM Configurable Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues.") | Verify that the channel appears in the CSM Configurable Workspace. To confirm, assign a test interaction to an agent; the WhatsApp messaging UI appears only once an interaction is assigned. Agents must see the channel in their workspace interface to receive and manage interactions. | CSM Admin | | 6 | [Configure wrap-up codes](https://www.servicenow.com/docs/pF21S~54s~ZI4jY~QcCehQ "Associate wrap-up codes with the email interaction wrap-up configuration so that agents can select them when closing an interaction.") | Navigate to Interaction \> Wrap Up Codes to create categorization codes for interactions. Then navigate to Interaction \> Wrap-up configuration to assign these codes so agents can categorize interactions for reporting. | CSM Admin | [Table 1. Common configuration steps] {#configure-whatsapp-channel__configure-whatsapp-channel-table-1} ## WhatsApp integration options {#configure-whatsapp-channel__configure-whatsapp-channel-integration-options} WhatsApp configuration follows two separate paths: WhatsApp Cloud API or Twilio. Both paths share configuration steps.{#configure-whatsapp-channel__configure-whatsapp-channel-para-7} **WhatsApp via Cloud API**{#configure-whatsapp-channel__configure-whatsapp-channel-para-8} Use this path for direct integration with WhatsApp's native Cloud API. This approach skips the Twilio go-between and relies less on outside infrastructure. Customers must maintain two separate accounts: a Meta account and a ServiceNow instance.{#configure-whatsapp-channel__configure-whatsapp-channel-para-9} See [Integrating WhatsApp with Customer Service Management using the WhatsApp Cloud API](https://www.servicenow.com/docs/cH4RlBb5bzoXMQPok7MjOg "Use WhatsApp messaging with Customer Service Management to enable direct communication with customers through WhatsApp using the WhatsApp Cloud API."). {#configure-whatsapp-channel__configure-whatsapp-channel-table-2__entry__4} | | Configuration step | Description | Role | |-|-|-|-| | 1 | [Setup WhatsApp business account](https://www.servicenow.com/docs/access?context=messg-direct-whatsapp-setup&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Create and verify your WhatsApp Business Account and phone number with WhatsApp directly.Yuo must complete this before configuring ServiceNow. | External (WhatsApp) | | 2 | Register with Meta | Register your organization with Meta (WhatsApp's parent company) to access the WhatsApp Cloud API. Meta provides API credentials and endpoint access needed for ServiceNow integration. Copy and save these credentials in a secure location; they might not be accessible again after setup. | External / CSM Admin | | 3 | [Configure omnichannel (shared steps)](https://www.servicenow.com/docs/6YMu81Ehw1p6yBBzyakOYA#configure-whatsapp-channel__configure-whatsapp-channel-common-config) | Complete the common configuration steps in the Common configuration steps table: create queue, configure AWA routing with assignment rule and group, set channel to Available presence state, and activate channel in workspace. | CSM Admin | | 4 | [Activate Virtual Agent](https://www.servicenow.com/docs/PbA7rfL~2Ynrh6AwtD6YRg "Activate Virtual Agent for CSM to use the predefined Customer Service Virtual Agent topics (chatbot conversations) designed to help your customers complete common self-service tasks.") (optional) | For conversational integration with WhatsApp via Cloud API, enable Virtual Agent for Customer Service so predefined topics are available over WhatsApp. | CSM Admin | [Table 2. WhatsApp via Cloud API configuration steps] {#configure-whatsapp-channel__configure-whatsapp-channel-table-2} **WhatsApp via Twilio**{#configure-whatsapp-channel__configure-whatsapp-channel-para-10} Use this path if your organization already works with Twilio or prefers their integration model. Twilio sits between WhatsApp and ServiceNow, handling message delivery, failover, and policy compliance. This approach doesn't support the full control features (for example, list pickers, typing indicators, or geo-location specific features) available through the Cloud API. Customers must maintain three separate accounts: Twilio, Meta, and ServiceNow.{#configure-whatsapp-channel__configure-whatsapp-channel-para-11} See [Integrating WhatsApp with Customer Service Management through Twilio](https://www.servicenow.com/docs/uhSzDv86t8CueANX~v0l0Q "Deliver a pre-integrated chat conversation experience with the WhatsApp messaging app for consumers and customer contacts. Integrate WhatsApp by using the ServiceNow Conversational Integration with WhatsApp (powered by Twilio) application."). {#configure-whatsapp-channel__configure-whatsapp-channel-table-3__entry__4} | | Configuration step | Description | Role | |-|-|-|-| | 1 | Establish Twilio account | Set up a Twilio account and connect it to your WhatsApp Business Account. Twilio provides the messaging infrastructure between WhatsApp and ServiceNow. | External (Twilio) | | 2 | [Setup WhatsApp business account](https://www.servicenow.com/docs/access?context=messg-whatsapp-setup&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Create and verify your WhatsApp Business Account and phone number with WhatsApp directly. This is a prerequisite for Twilio integration and must be completed before configuring ServiceNow. | External (WhatsApp) | | 3 | Create message templates | Submit message templates for approval with WhatsApp. Any outbound message that isn't a direct reply within the 24-hour customer service window requires a pre-approved template. | External / CSM Admin | | 4 | [Configure omnichannel (shared steps)](https://www.servicenow.com/docs/6YMu81Ehw1p6yBBzyakOYA#configure-whatsapp-channel__configure-whatsapp-channel-common-config) | Complete the common configuration steps in the Common configuration steps table: create queue, configure AWA routing with assignment rule and group, set channel to Available presence state, and activate channel in workspace. | CSM Admin | | 5 | [Activate Virtual Agent](https://www.servicenow.com/docs/PbA7rfL~2Ynrh6AwtD6YRg "Activate Virtual Agent for CSM to use the predefined Customer Service Virtual Agent topics (chatbot conversations) designed to help your customers complete common self-service tasks.") (optional) | For conversational integration with WhatsApp via Twilio, enable Virtual Agent for Customer Service so predefined topics are available over WhatsApp. | CSM Admin | [Table 3. WhatsApp via Twilio configuration steps] {#configure-whatsapp-channel__configure-whatsapp-channel-table-3} ## ServiceNow Otto in Virtual Agent {#configure-whatsapp-channel__configure-whatsapp-channel-nava} Extend the WhatsApp channel with ServiceNow Otto in Virtual Agent so common customer questions resolve automatically before an interaction reaches an agent. Customers may also be able to access AI agents directly through WhatsApp self-service, without needing to reach a live agent first. The Otto branding shows that ServiceNow is bringing its AI capabilities into one interface, instead of keeping them as separate products.{#configure-whatsapp-channel__configure-whatsapp-channel-para-12} Before you configure this capability, activate the ServiceNow Otto for CSM and Now Assist in Virtual Agent plugins. For more information, see [Configure ServiceNow Otto for Customer Service Management (CSM) in Virtual Agent](https://www.servicenow.com/docs/UrIODqhusPiRjNSk24BOfQ "Use ServiceNow Otto for CSM in Virtual Agent to provide users a content-driven generative AI experience.").