When agents share links in their WhatsApp chat conversations, customize the portal that those links point to. For example, you can configure links to point to your brand’s portal, or to the ServiceNow portal.
Before you begin
Install the Conversational Integration with WhatsApp (WhatsApp Cloud API) application on your ServiceNow instance.
Activate the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal).
Role required: admin
Procedure
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In the navigation filter of your ServiceNow instance, enter sys_cs_provider_application_list.do and select New.
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On the form, fill in the fields.
Table 1. Provider Channel Identity form
| Field |
Description |
| Name |
Name of the channel you’re using. Enter WhatsApp. |
| Provider |
Name of the provider. Enter WhatsApp. |
| Default Portal |
Portal to be used in the mapping. Select a portal from the list of portals. |
| Message Auth |
Message auth that you created. |
| Inbound ID |
Your WhatsApp phone ID. Enter the unique ID assigned to your WhatsApp phone number. |
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Select Submit.
What to do next
For more information on setting up URL navigation, see Configure URL navigation for chat links.