--- 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 --- # Integrating Facebook Messenger with Customer Service Management # Integrating Facebook Messenger with Customer Service Management {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Integrating Facebook Messenger with Customer Service Management This integration enables your ServiceNow® instance to connect with Facebook Messenger, allowing consumers and customer contacts to communicate directly with your business through chat. Using the Conversational Integration with Facebook Messenger application, customers can initiate conversations with virtual agents or live agents, enhancing customer engagement and support efficiency. Show full answer Show less ## Key Features * **Customer Experience:** Customers can start chat conversations on Facebook Messenger with virtual or live agents, search for knowledge articles and community posts, access service catalogs, and create service cases. * **Agent Experience:** Agents can view detailed Facebook Messenger chat conversations within Agent Workspace, accept ongoing chats through the Facebook Messenger service channel, indicate their presence in the workspace inbox, and initiate outbound chats to customers while automatically capturing interaction details for streamlined data entry. * **User Roles:** Specific roles such as *agentworkspaceuser* for accepting chat conversations, *sncustomerservicemanager* for viewing chat details, and *sncustomerservice.consumer* or *sncustomerservice.customer* for initiating chats and accessing support content are required to effectively use this integration. ## Example Workflow A typical use case involves a customer initiating a Facebook Messenger chat via a Virtual Agent bot. The Customer Service Management application identifies the customer and starts a Messaging interaction. The customer selects a product, such as a router, searches for related knowledge articles, and resolves their issue without needing to escalate the conversation. This streamlined workflow improves resolution times and customer satisfaction. ## Next Steps Administrators looking to implement this integration should refer to the configuration guidance available in the Conversational Integration with Facebook Messenger and Facebook Messenger setup documentation to enable and customize this functionality in their ServiceNow environment. Integrate Facebook Messenger chat conversations with your ServiceNow® instance so that consumers and customer contacts can communicate with your business using the Conversational Integration with Facebook Messenger application. As an administrator, if you have configured the Conversational Integration with Facebook Messenger application, your customer contacts and consumers can initiate a Facebook Messenger chat conversation with a virtual agent or live agent. An agent can accept a conversation initiated from a Facebook Messenger chat conversation. For more information, see [Configure Conversational Integration with Facebook Messenger](https://www.servicenow.com/docs/access?context=messg-fbm-configure&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). Note: As an administrator, you can also use any predefined Customer Service Virtual Agent conversations to capture information from customer contacts or consumers. For more information, see [Customer Service Virtual Agent conversations](https://www.servicenow.com/docs/lNixLXuR30Ome9C~cAgB_A "Predefined Customer Service Virtual Agent chatbot conversations enable your customers to get help with the product. Integrating Natural Language Understanding (NLU) models with your virtual agent chatbot topics enables chatbots to analyze, understand, and navigate the user to the right topic based on the inferred intent."). ## Key features {#messg-integrate-fbm-csm__section_ahm_sjh_jnb} Customer experience : Initiate Facebook Messenger chat conversations with a virtual agent or live agent. Search for articles in community posts and knowledge articles, access service catalogs, or create a customer service case. Agent experience : * View the Facebook Messenger chat conversation details from which the work item was initiated in Agent Workspace after accepting a work item associated with the Facebook Messenger service channel. * Indicate your presence in the Agent Workspace Inbox with the Facebook Messenger service channel. * Make outbound chat conversations to connect with a Facebook Messenger chat conversation from a customer contact or consumer and automatically capture interaction details to simplify data entry. {#messg-integrate-fbm-csm__ul_jfg_jkh_jnb} ## End users and roles {#messg-integrate-fbm-csm__section_kcl_jnh_jnb} Users with the roles listed in the following table can use the Conversational Integration with Facebook Messenger application. {#messg-integrate-fbm-csm__section_kcl_jnh_jnb__entry__2} | Roles | Tasks | |-|-| | agent_workspace_user | Accept an ongoing Facebook Messenger chat conversation with a customer through the Facebook Messenger service channel in Advanced Work Assignment. | | sn_customerservice_manager | View details of a Facebook Messenger chat conversation using the interaction record of the type as Messaging and subtype as Facebook Messenger. | | sn_customerservice.consumer, sn_customerservice.customer | Initiate Facebook Messenger chat conversations with a virtual agent or live agent to search for articles in Communities and Knowledge Management, access service catalogs, and create a customer service case. | [Table 1. Roles required for Conversational Integration with Facebook Messenger] ## Example workflow {#messg-integrate-fbm-csm__section_dbh_plh_jnb} The following example workflow shows the use of the Conversational Integration with Facebook Messenger application in helping a customer to resolve an issue with the recently purchased router: 1. The customer initiates a Facebook Messenger chat conversation using the Virtual Agent bot. 2. The Customer Service Management application identifies the customer and starts an interaction of type Messaging. 3. The customer selects the router as a product and finds knowledge articles associated with it. 4. The customer ends the conversation because the issue was resolved with the help of a knowledge article. {#messg-integrate-fbm-csm__ol_ebh_plh_jnb} For configuration information, see [Configure Facebook Messenger](https://www.servicenow.com/docs/EWeJH~DGXAo111_Ky5iv3g "Configure Facebook Messenger as a consumer messaging channel within ServiceNow Customer Service Management (CSM). Enabling Facebook Messenger as a channel lets customers start support conversations. Those conversations route to service agents, who manage them in the CSM Configurable Workspace.").