--- 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 using the WhatsApp Cloud API # Integrating WhatsApp with Customer Service Management using the WhatsApp Cloud API {#ariaid-title1} Release version: Australia Updated July 16, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 using the WhatsApp Cloud API This integration enables ServiceNow Customer Service Management (CSM) users to connect directly with customers through WhatsApp using the WhatsApp Cloud API from Meta. It allows agents to provide real-time support with rich media, interactive controls, and seamless workflow integration. Both automated Virtual Agent conversations and live agent interactions via Agent Workspace are supported, offering a comprehensive customer service experience within the WhatsApp channel. Show full answer Show less ## WhatsApp Messaging Capabilities The integration supports rich and interactive messaging features that go beyond simple text, enabling improved clarity and customer engagement. Key capabilities include: * **Rich Media:** Exchange of images, videos, and documents directly in conversation threads, uploaded from devices. * **Typing Indicators:** Real-time visual feedback shows when agents or customers are typing, enhancing communication transparency. * **Message Status Indicators:** WhatsApp's standard sent, delivered, and read status marks are displayed within the interaction timeline for both users and agents. * **Link Previews:** URLs generate rich previews with images, titles, and descriptions automatically. * **Opt-in and Consent Tracking:** Customer opt-in and opt-out messages are captured to ensure compliance and consent management. * **Audio Messages:** Customers' audio messages appear as inline audio players with playback controls, improving usability. ## Conversation Types and Rules * **Customer-Initiated Conversations:** Begin when a customer sends the first message. A 24-hour messaging window opens and resets with each new customer message, allowing unrestricted content and interactive features. * **Agent-Initiated Conversations:** Agents can proactively message customers only if the customer has an active profile, opted in, has a valid WhatsApp number, and it is within 24 hours of the customer's last message. * **System-Initiated Conversations:** Automated workflows can send WhatsApp messages if the customer has opted in and messaging is within the 24-hour window. ## User Roles and Permissions Specific roles are required to configure, manage, and use the WhatsApp integration effectively: * **admin:** Manages WhatsApp Cloud API connection, routing, system properties, and security. * **agentworkspaceuser:** Handles live WhatsApp chat conversations within Agent Workspace. * **sncustomerservicemanager:** Views WhatsApp chat interaction records. * **sncustomerservice.consumer and sncustomerservice.customer:** Initiate chat conversations, access knowledge articles, service catalogs, and create cases. ## Practical Benefits for ServiceNow Customers Integrating WhatsApp with CSM through the Cloud API allows ServiceNow customers to enhance customer engagement by leveraging a widely used messaging platform. The rich media and interactive features improve communication effectiveness, while the integration supports end-to-end workflows from automated Virtual Agents to live support. Consent tracking and message status indicators help maintain compliance and transparency. This setup enables faster, clearer, and more convenient customer service interactions directly through WhatsApp. Use WhatsApp messaging with Customer Service Management to enable direct communication with customers through WhatsApp using the WhatsApp Cloud API. This WhatsApp direct integration connects to Meta's WhatsApp business platform and enables agents to provide real‑time customer support with rich media, interactive controls, and full CSM workflow integration. The WhatsApp channel supports both automated conversations through Virtual Agent and live agent interactions through Agent Workspace, providing a complete customer service experience. ## WhatsApp messaging capabilities {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__section_dbh_plh_jnb} WhatsApp messaging capabilities in Customer Service Management enable rich, interactive customer conversations beyond basic text messaging. Agents can exchange media files, send structured interactive controls, request customer inputs, and deliver formatted messages that improve clarity and reduce friction. ## Rich and interactive messaging features {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__section_s1l_x4g_shc} WhatsApp supports the following messaging features and rich interactive controls: {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__table_vlk_ykh_shc__entry__2} | Rich controls | Description | |-|-| | Rich media | Agents and customers can exchange images, videos, and documents directly within the conversation thread.The media can be uploaded from the device only. | | Typing indicators | Real-time visual feedback shows when agents or customers are composing messages, keeping both parties informed about conversation activity. Agent-side capabilities: * Automatically displayed to customer when agent types in Agent Workspace * Appears as "typing..." status in customer's WhatsApp * Provides immediate feedback that agent is responding {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__ul_mmx_3lh_shc} | | Message status indicators | WhatsApp automatically handles message delivery and read status indicators according to WhatsApp's standard behavior. The application displays these statuses in the interaction timeline. Status indicators (for users): * Sent: Single gray checkmark (message sent to WhatsApp server) * Delivered: Double gray checkmarks (message delivered to agent's device) * Read: Double blue checkmarks (agent viewed message) {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__ul_uwl_klh_shc} Status indicator (for agent): Sent: Single gray checkmark (message sent to user's device) | | Link previews | URLs in messages automatically generate rich previews with images, titles, and descriptions. | | Opt-in and consent | The integration captures and records customer opt-in and opt-out messages to track communication consent. | | Audio messages | When a customer sends an audio message through WhatsApp, the system renders it as an inline audio player in the conversation thread instead of a downloadable link. The audio player supports play, pause, seek, and volume controls, and displays the total duration and current playback position. You can enable audio rendering using the supports_audio_rich_control custom adapter system property. For details, see [WhatsApp Cloud API provider properties](https://www.servicenow.com/docs/access?context=whatsapp-cloud-api-provider-properties&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Customer-initiated conversations | These conversations begin when the customer sends the first message to your business. WhatsApp applies specific rules for messages sent within this interaction window. Messaging window: * Opens when customer sends first message * Remains open for 24 hours from last customer message * Resets to 24 hours with each new customer message * Agent can respond within this window {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__ul_cxf_wlh_shc} Characteristics: * No restrictions on message content * Supports all message types and interactive features * Most common conversation type for customer serviceOpens when customer sends first message {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__ul_dxf_wlh_shc} | | Agent-initiated conversations | These conversations begin when the agent proactively messages the customer. WhatsApp enables outbound initiation only under certain conditions. Requirements: * Customer must have active channel user profile in the application * Customer must have opted in to receive messages * Customer's phone number must be valid and registered on WhatsApp * Must be within 24 hours of customer's last message {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__ul_z55_1mh_shc} | | System-initiated conversations | These conversations begin when an automated workflow sends a WhatsApp message to the customer. Requirements: * Customer must have opted in * Must be within 24 hours of customer's last message {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__ul_zvm_zlh_shc} | [ ] {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__table_vlk_ykh_shc} ## End users and roles {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__section_qjq_cpg_shc} The users with the roles listed in the following table can use the Conversational Integration with WhatsApp (WhatsApp Cloud API) application. {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__table_iwr_2pg_shc__entry__2} | Role | Tasks | |-|-| | admin | Configure and manage the WhatsApp Cloud API integration, including connection settings, routing rules, system properties, and security configurations. | | 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 (WhatsApp Cloud API)] {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__table_iwr_2pg_shc} 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."). **Related concepts** * [System properties for configuring WhatsApp (WhatsApp Cloud API)](https://www.servicenow.com/docs/2ckDZbhPOLHtKrv7ZHCzHQ "You can configure the system properties for your Conversational Integration with WhatsApp (WhatsApp Cloud API) application so that you can enable secure and authenticated communication.") **Related topics** * [WhatsApp Cloud API provider properties](https://www.servicenow.com/docs/access?context=whatsapp-cloud-api-provider-properties&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) * [Configure Conversational Integration with WhatsApp (WhatsApp Cloud API)](https://www.servicenow.com/docs/access?context=messg-direct-whatsapp-configure&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) * [Using Conversational Integration with WhatsApp (WhatsApp Cloud API)](https://www.servicenow.com/docs/access?context=messg-direct-whatsapp-using&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US)