--- 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 Facebook Messenger # Configure Facebook Messenger {#ariaid-title1} Release version: Australia Updated July 17, 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 Configure Facebook Messenger ServiceNow Customer Service Management (CSM) enables integration with Facebook Messenger as a consumer messaging channel. This allows customers to initiate support conversations through Facebook Messenger, which are then routed to service agents via the CSM Configurable Workspace. This integration supports seamless customer journeys, such as troubleshooting a Wi-Fi router, by linking Facebook IDs to customer accounts and facilitating virtual agent assistance or live agent escalation. Show full answer Show less ## Key Features * **Conversational Integration with Facebook Messenger:** Enables connection between ServiceNow and Facebook Messenger, allowing customer messages to be received and managed within CSM. * **Customer Identification and Interaction Management:** Matches Facebook IDs to customer accounts automatically or through agent lookup, creating Messaging interactions that track the conversation status. * **Virtual Agent Integration:** Supports automated support via Virtual Agent, which can suggest knowledge articles and resolve common issues before escalation. * **Live Agent Transfer:** Configures chat transfers to live agents using the Advanced Work Assignment application, ensuring agents receive full conversation history and customer context. * **CSM Configurable Workspace:** Provides agents with an interface to manage conversations, create cases, and efficiently resolve customer issues. ## Implementation Workflow The configuration involves a series of administrative steps: * **Install Plugins:** Required plugins for Conversational Integration and Facebook Messenger must be installed. * **Set up Facebook Developer Account and App:** Create a Facebook app and page, follow Messenger Platform policies, and enable Messenger in the app settings. * **Integrate Virtual Agent:** Connect the Customer Service Virtual Agent with Facebook Messenger for automated conversational support. * **Configure Live Agent Transfers:** Use Advanced Work Assignment to route conversations from Messenger to live agents effectively. * **Set up CSM Configurable Workspace:** Prepare the agent workspace to handle Facebook Messenger interactions and support cases. ## Benefits for ServiceNow Customers By configuring Facebook Messenger integration, customers can offer a popular, convenient support channel that enhances customer engagement and satisfaction. Agents gain a unified workspace to manage conversations efficiently, with access to complete interaction history and relevant customer information. Virtual Agent integration reduces live agent workload by resolving common issues automatically, while live agent escalation ensures complex problems receive personalized attention. 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. Here's an example of a customer service journey for Wi-Fi router troubleshooting showing Facebook Messenger integration with omnichannel. A customer contacts the router manufacturer through Facebook Messenger because a new laptop can't connect to the home Wi-Fi. CSM matches the Facebook ID to the customer account when available in the system and creates a Messaging interaction. When the user is not logged in, a live agent does a lookup and verifies in the CSM Configurable Workspace to link the customer account. Virtual Agent asks the customer to select the product, then suggests relevant knowledge articles for Wi-Fi troubleshooting. The customer follows an article and reconnects the laptop, so CSM logs the interaction as resolved and closes the chat. If the issue continues, the customer can escalate to a live agent, who receives the account history, device details, and the articles already reviewed. Figure 1. Facebook Messenger configuration workflow ## Facebook Messenger implementation workflow {#omnichannel-consumer-messaging-facebook-messenger__section_m32_lyf_yjc} The following workflow shows how to [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) {#omnichannel-consumer-messaging-facebook-messenger__table_n5b_syf_yjc__entry__4} | | Configuration step | Description | Role | |-|-|-|-| | 1 | [Install Conversational Integration with Facebook Messenger](https://www.servicenow.com/docs/access?context=messg-fbm-install&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Install required Plugins for Conversational integration and the Facebook Messenger application. | Admin | | 2 | [Set up Conversational Integration with Facebook Messenger](https://www.servicenow.com/docs/access?context=messg-fbm-setup&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Integrate  Facebook Messenger with your  ServiceNow  instance using the  Conversational Integration with Facebook Messenger application. Facebook Messenger settings: 1. [Set up a Facebook developer account](https://www.servicenow.com/docs/access?context=messg-fbm-setup&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) 2. [Create a Facebook app](https://developers.facebook.com/docs/messenger-platform/getting-started/app-setup) 3. [Review Messenger Platform Policy](https://developers.facebook.com/docs/messenger-platform/policy/policy-overview) and [Pre-launch checklist](https://developers.facebook.com/docs/messenger-platform/prelaunch-checklist) 4. [Submit app for review](https://developers.facebook.com/docs/messenger-platform/#review---submission-process) 5. [Create a Facebook page within the Facebook app created earlier](https://www.facebook.com/pages/creation/) 6. [Enable Facebook Messenger](https://www.servicenow.com/docs/access?context=messg-fbm-setup&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) {#omnichannel-consumer-messaging-facebook-messenger__ol_e2g_bzf_yjc} | Admin | | 3 | [Integrating Virtual Agent with messaging apps](https://www.servicenow.com/docs/access?context=va-integration-messaging-apps&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Integrate the  Customer Service  Virtual Agent with  Facebook Messenger to enable virtual agent conversations in the messenger. | Admin | | 4 | [Transfer Facebook Messenger chat conversations to live agents](https://www.servicenow.com/docs/access?context=messg-fbm-live-agent-conv&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | 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. | Admin | | 5 | [Get started with Advanced Work Assignment](https://www.servicenow.com/docs/access?context=implement-awa&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | To implement  Advanced Work Assignment , complete these initial configuration and setup steps. | Admin | | 6 | [Set up CSM Configurable 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.") | CSM Configurable Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently. Set up  CSM Configurable Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues. | Admin | [ ] {#omnichannel-consumer-messaging-facebook-messenger__table_n5b_syf_yjc} See [Integrating Facebook Messenger with Customer Service Management](https://www.servicenow.com/docs/BnJiQgcg22elBBn9e6ROyw "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.").