--- 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 WhatsApp with Customer Service Management through Twilio # Integrating WhatsApp with Customer Service Management through Twilio {#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 WhatsApp with Customer Service Management through Twilio This integration enables ServiceNow customers to deliver a seamless chat experience via WhatsApp by leveraging the Conversational Integration with WhatsApp (powered by Twilio) application. Once configured, customer contacts and consumers can initiate conversations with virtual or live agents through WhatsApp. Agents also have the capability to start or accept WhatsApp chat conversations directly within the ServiceNow environment, enhancing customer engagement and support efficiency. Show full answer Show less ## Key Features * Initiate and manage WhatsApp chat conversations involving virtual agents, live agents, or customers. * Search knowledge articles and community posts, access service catalogs, and create customer service cases during chats. * View WhatsApp conversation details linked to work items within Agent Workspace. * Presence indication in Agent Workspace Inbox through the WhatsApp service channel. * Make outbound WhatsApp chats to customers, with automatic interaction detail capture to simplify data entry. ## Example Workflows * **Issue Resolution Workflow:** A customer starts a WhatsApp chat with a Virtual Agent, browses product knowledge articles, escalates to a live agent who creates a case and closes the conversation. * **Customer Feedback Workflow:** A customer opts in for WhatsApp notifications, receives product-related messages, provides feedback, and an agent engages via WhatsApp to address concerns. ## Roles and User Access * **agentworkspaceuser:** Accepts WhatsApp chat conversations through Advanced Work Assignment. * **sncustomerservicemanager:** Views WhatsApp chat conversation details via Messaging interaction records. * **sncustomerservice.consumer and sncustomerservice.customer:** Initiate WhatsApp conversations, search knowledge and community content, access service catalogs, and create cases. ## Next Steps To enable this integration, configure the WhatsApp channel within your ServiceNow environment using the Conversational Integration with WhatsApp (powered by Twilio) application. Administrators can also utilize predefined Customer Service Virtual Agent conversations to capture customer information effectively. 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. After you configure the Conversational Integration with WhatsApp (powered by Twilio) application, customer contacts and consumers can initiate a WhatsApp chat conversation with a virtual agent or live agent. An agent can initiate or accept a conversation from a WhatsApp chat conversation. For more information, see [Configure Conversational Integration with WhatsApp (powered by Twilio)](https://www.servicenow.com/docs/access?context=messg-whatsapp-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 of the integration include the following: * Initiate WhatsApp chat conversations with a virtual agent, live agent, or customer. * Use the chat to search for articles in community posts and knowledge articles, access service catalogs, or create a customer service case. * View the WhatsApp chat conversation details from which a work item was initiated in Agent Workspace. * Indicate your presence in the Agent Workspace Inbox with the WhatsApp service channel. * Make outbound chat conversations to connect with a customer's WhatsApp chat conversation, and automatically capture interaction details to simplify data entry. {#messg-integrate-whatsapp-csm__ul_kbt_rgy_nqb} ## Example workflows {#messg-integrate-whatsapp-csm__section_dbh_plh_jnb} The following example workflow shows the use of the Conversational Integration with WhatsApp (powered by Twilio) application in resolving a consumer issue: 1. A customer has an issue with a product and initiates a WhatsApp 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 product and views the knowledge articles associated with the product. 4. The customer then selects to chat with a live agent. 5. A live agent accepts the customer request. The Customer Service Management application starts another interaction of type Messaging. 6. The live agent creates a case on the product, and then closes the conversation. {#messg-integrate-whatsapp-csm__ol_ebh_plh_jnb} The following example workflow shows the use of the Conversational Integration with WhatsApp (powered by Twilio) application in addressing customer feedback: 1. A customer purchases a new product and opts in to receive notifications from your business on the WhatsApp app. 2. The customer receives a welcome message from customer support. 3. After two months, the customer receives another message asking for feedback on the product. 4. The customer shares negative feedback. 5. An agent reviews the feedback and starts a conversation with the customer to offer help and find out more about the customer's experience with the product. {#messg-integrate-whatsapp-csm__ol_rfn_q1n_4qb} ## End users and roles {#messg-integrate-whatsapp-csm__section_kcl_jnh_jnb} The users with the roles listed in the following table can use the Conversational Integration with WhatsApp (powered by Twilio) application. {#messg-integrate-whatsapp-csm__using-chat-zoom-connector__table_n1q_3rc_tmb__entry__2} | Roles | Tasks | |-|-| | agent_workspace_user | Accept an ongoing WhatsApp chat conversation with a customer through the WhatsApp service channel in Advanced Work Assignment. | | sn_customerservice_manager | View details of a WhatsApp chat conversation by using interaction records of type Messaging and subtype WhatsApp. | | sn_customerservice.consumer, sn_customerservice.customer | Initiate WhatsApp chat conversations with a virtual agent or live agent. 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 WhatsApp (powered by Twilio)] {#messg-integrate-whatsapp-csm__using-chat-zoom-connector__table_n1q_3rc_tmb} For configuration information, see [Configure WhatsApp channel](https://www.servicenow.com/docs/6YMu81Ehw1p6yBBzyakOYA "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.").