Configure Conversational Integration with WhatsApp (powered by Twilio)

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Install and set up the Conversational Integration with WhatsApp (powered by Twilio) application to enable requesters to interact with virtual and live agents.

    Before you begin

    Role required: admin

    About this task

    This task provides the general steps to integrate the WhatsApp messaging app with a ServiceNow application using the Conversational Integration with WhatsApp (powered by Twilio) application.

    Procedure

    1. Install Conversational Integration with WhatsApp (powered by Twilio).
    2. Set up Conversational Integration with WhatsApp (powered by Twilio).
    3. Design virtual agent topics to capture information from a WhatsApp chat conversation.
    4. Optional: Close idle WhatsApp chat conversations.
    5. Optional: Integrate WhatsApp with other ServiceNow applications.