--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Configure WhatsApp # Configure WhatsApp channel {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 WhatsApp channel This guide explains how to integrate WhatsApp as a consumer messaging channel within ServiceNow Customer Service Management (CSM) using the WhatsApp Cloud API or Twilio. Integrating WhatsApp enables customer conversations to be managed directly within the ServiceNow CRM Workspace alongside other channels, improving efficiency and unifying customer interaction management. The WhatsApp channel supports routing through the Advanced Work Assignment (AWA) system and works with ServiceNow Otto - Virtual Agent for automated customer support. Show full answer Show less ## Key Features * **WhatsApp Cloud API Integration:** Direct integration with WhatsApp's native Cloud API for full feature support and less dependency on third-party infrastructure. Requires managing Meta and ServiceNow accounts. * **Twilio Integration:** An alternative integration using Twilio as an intermediary for message delivery and compliance. Offers more limited WhatsApp features and requires accounts with Twilio, Meta, and ServiceNow. * **Common Configuration Steps:** All channels (chat, email, WhatsApp) require creating service channels and queues, setting up AWA routing rules and assignment groups, configuring agent presence states, activating the channel in the CRM Workspace, and setting wrap-up codes for interaction categorization. * **Virtual Agent Integration:** Optional activation of ServiceNow Otto Virtual Agent enables automated responses and AI-driven self-service capabilities on WhatsApp, reducing live agent workload. ## Practical Benefits for ServiceNow Customers * **Unified Workspace:** Manage WhatsApp conversations within the same CRM Workspace used for other channels, eliminating data silos and enabling consistent support. * **Improved Efficiency:** Customers reported a 35% improvement in first-response times after integration, with agents handling all interactions through a single interface and queue. * **Flexible Integration Options:** Choose the direct WhatsApp Cloud API for full capabilities or Twilio for existing Twilio users needing simpler setup. * **Enhanced Customer Experience:** Support customers on their preferred WhatsApp channel while maintaining high service levels and smooth routing to agents or Virtual Agent automation. ## Configuration Highlights ServiceNow administrators need to follow foundational steps common to all channels, such as creating queues and configuring assignment rules, before activating the WhatsApp channel. For WhatsApp Cloud API integration, administrators must also set up and verify a WhatsApp Business Account with Meta, register the organization, and securely save API credentials. Twilio-based integration requires setting up a Twilio account linked to WhatsApp and managing message templates for outbound communication. Activating Virtual Agent capabilities is optional but recommended to leverage AI-powered customer self-service directly through WhatsApp. 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 CRM Workspace. Twilio integration is also supported but offers more limited functionality than the Cloud API. Here's an example of a customer service journey combining WhatsApp support with omnichannel.{#configure-whatsapp-channel__configure-whatsapp-channel-para-1} Amara is a customer support director at a global e-commerce company managing support across multiple channels. Customers increasingly prefer WhatsApp for support, but the team was handling WhatsApp conversations outside of ServiceNow through a separate platform, creating data silos and inconsistent service levels.{#configure-whatsapp-channel__configure-whatsapp-channel-para-2} After setting up WhatsApp channel integration through the WhatsApp Cloud API (or Twilio), the team can now receive WhatsApp conversations directly in the CRM Workspace. They get the same queue management, assignment routing, and interaction tracking as other channels.{#configure-whatsapp-channel__configure-whatsapp-channel-para-3} After setting this up, the customer saw support friction drop for WhatsApp-first users, and three channels became one unified workspace. First-response time improved by 35%, and agents now see all customer interactions (WhatsApp, chat, email, phone) in a single queue.{#configure-whatsapp-channel__configure-whatsapp-channel-para-4} The following diagram shows the WhatsApp configuration workflow for administrators, agents, and customers. Figure 1. WhatsApp configuration workflow ## Common configuration steps (required for WhatsApp) {#configure-whatsapp-channel__configure-whatsapp-channel-common-config} Every channel (chat, email, WhatsApp) requires the following foundational setup.{#configure-whatsapp-channel__configure-whatsapp-channel-para-6} {#configure-whatsapp-channel__configure-whatsapp-channel-table-1__entry__4} | | Configuration step | Description | Role | |-|-|-|-| | 1 | [Create service channel](https://www.servicenow.com/docs/VuhDMp57Fw7oOQiwWXIQ7A "Set up an Advanced Work Assignment (AWA) service channel that you can use to assign case tasks to available users.") | Service channel is created automatically during plugin installation for each channel (chat, email, WhatsApp). This is the container that routes customer interactions. | System (automatic) | | 2 | [Create a queue](https://www.servicenow.com/docs/access?context=awa-create-queue&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) | Create a queue under each service channel in Omnichannel \> Administration \> Queues. The queue holds interactions waiting for an available agent. Each queue has a name, description, and optional schedule for availability windows. | CSM Admin | | 3 | [Configure AWA routing](https://www.servicenow.com/docs/access?context=awa-create-assignment-rule&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) | Create an assignment rule in Advanced Work Assignment that determines how interactions are routed to agents. Examples: Most Capacity (assigns to agent with most free time), Least Busy, Round Robin. Create an assignment group with agents who have the required roles (sn_customerservice_agent, sn_customerservice.consumer_agent, awa_agent). Link the rules and group to the queue. | CSM Admin | | 4 | [Set agent presence state](https://www.servicenow.com/docs/access?context=agent-experience&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) | Add the channel to the Available presence state, so agents are eligible to receive interactions from that channel. Without this step, the queue has no target agents. | CSM Admin | | 5 | [Activate channel in workspace](https://www.servicenow.com/docs/xraqGshBKip2MWYsYkPq5g "Set up and configure CRM Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues.") | Verify that the channel appears in the CRM Workspace. To confirm, assign a test interaction to an agent; the WhatsApp messaging UI appears only once an interaction is assigned. Agents must see the channel in their workspace interface to receive and manage interactions. | CSM Admin | | 6 | [Configure wrap-up codes](https://www.servicenow.com/docs/rM2qy4pHraiKeoXhLLpcgQ "Associate wrap-up codes with the email interaction wrap-up configuration so that agents can select them when closing an interaction.") | Navigate to Interaction \> Wrap Up Codes to create categorization codes for interactions. Then navigate to Interaction \> Wrap-up configuration to assign these codes so agents can categorize interactions for reporting. | CSM Admin | [Table 1. Common configuration steps] {#configure-whatsapp-channel__configure-whatsapp-channel-table-1} ## WhatsApp integration options {#configure-whatsapp-channel__configure-whatsapp-channel-integration-options} WhatsApp configuration follows two separate paths: WhatsApp Cloud API or Twilio. Both paths share configuration steps.{#configure-whatsapp-channel__configure-whatsapp-channel-para-7} **WhatsApp via Cloud API**{#configure-whatsapp-channel__configure-whatsapp-channel-para-8} Use this path for direct integration with WhatsApp's native Cloud API. This approach skips the Twilio go-between and relies less on outside infrastructure. Customers must maintain two separate accounts: a Meta account and a ServiceNow instance.{#configure-whatsapp-channel__configure-whatsapp-channel-para-9} See [Integrating WhatsApp with Customer Service Management using the WhatsApp Cloud API](https://www.servicenow.com/docs/uByQyskil2H_71SxKpvLWw "Use WhatsApp messaging with Customer Service Management to enable direct communication with customers through WhatsApp using the WhatsApp Cloud API."). {#configure-whatsapp-channel__configure-whatsapp-channel-table-2__entry__4} | | Configuration step | Description | Role | |-|-|-|-| | 1 | [Setup WhatsApp business account](https://www.servicenow.com/docs/access?context=messg-direct-whatsapp-setup&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) | Create and verify your WhatsApp Business Account and phone number with WhatsApp directly.Yuo must complete this before configuring ServiceNow. | External (WhatsApp) | | 2 | Register with Meta | Register your organization with Meta (WhatsApp's parent company) to access the WhatsApp Cloud API. Meta provides API credentials and endpoint access needed for ServiceNow integration. Copy and save these credentials in a secure location; they might not be accessible again after setup. | External / CSM Admin | | 3 | [Configure omnichannel (shared steps)](https://www.servicenow.com/docs/QvVaYqBY4yvxEq3wQ38bUQ#configure-whatsapp-channel__configure-whatsapp-channel-common-config) | Complete the common configuration steps in the Common configuration steps table: create queue, configure AWA routing with assignment rule and group, set channel to Available presence state, and activate channel in workspace. | CSM Admin | | 4 | [Activate Virtual Agent](https://www.servicenow.com/docs/_F6VvVRiHXlY9GBhaZEbBw "Activate the Customer Service Virtual Agent plugin to enable predefined chatbot conversations that help customers complete common self-service tasks. The plugin includes ready-to-use topics that you can publish after activation.") (optional) | For conversational integration with WhatsApp via Cloud API, enable Virtual Agent for Customer Service so predefined topics are available over WhatsApp. | CSM Admin | [Table 2. WhatsApp via Cloud API configuration steps] {#configure-whatsapp-channel__configure-whatsapp-channel-table-2} **WhatsApp via Twilio**{#configure-whatsapp-channel__configure-whatsapp-channel-para-10} Use this path if your organization already works with Twilio or prefers their integration model. Twilio sits between WhatsApp and ServiceNow, handling message delivery, failover, and policy compliance. This approach doesn't support the full control features (for example, list pickers, typing indicators, or geo-location specific features) available through the Cloud API. Customers must maintain three separate accounts: Twilio, Meta, and ServiceNow.{#configure-whatsapp-channel__configure-whatsapp-channel-para-11} See [Integrating WhatsApp with Customer Service Management through Twilio](https://www.servicenow.com/docs/dTik7fvJQHeb0PFXGBmFkA "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."). {#configure-whatsapp-channel__configure-whatsapp-channel-table-3__entry__4} | | Configuration step | Description | Role | |-|-|-|-| | 1 | Establish Twilio account | Set up a Twilio account and connect it to your WhatsApp Business Account. Twilio provides the messaging infrastructure between WhatsApp and ServiceNow. | External (Twilio) | | 2 | [Setup WhatsApp business account](https://www.servicenow.com/docs/access?context=messg-whatsapp-setup&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) | Create and verify your WhatsApp Business Account and phone number with WhatsApp directly. This is a prerequisite for Twilio integration and must be completed before configuring ServiceNow. | External (WhatsApp) | | 3 | Create message templates | Submit message templates for approval with WhatsApp. Any outbound message that isn't a direct reply within the 24-hour customer service window requires a pre-approved template. | External / CSM Admin | | 4 | [Configure omnichannel (shared steps)](https://www.servicenow.com/docs/QvVaYqBY4yvxEq3wQ38bUQ#configure-whatsapp-channel__configure-whatsapp-channel-common-config) | Complete the common configuration steps in the Common configuration steps table: create queue, configure AWA routing with assignment rule and group, set channel to Available presence state, and activate channel in workspace. | CSM Admin | | 5 | [Activate Virtual Agent](https://www.servicenow.com/docs/_F6VvVRiHXlY9GBhaZEbBw "Activate the Customer Service Virtual Agent plugin to enable predefined chatbot conversations that help customers complete common self-service tasks. The plugin includes ready-to-use topics that you can publish after activation.") (optional) | For conversational integration with WhatsApp via Twilio, enable Virtual Agent for Customer Service so predefined topics are available over WhatsApp. | CSM Admin | [Table 3. WhatsApp via Twilio configuration steps] {#configure-whatsapp-channel__configure-whatsapp-channel-table-3} ## ServiceNow Otto in Virtual Agent {#configure-whatsapp-channel__configure-whatsapp-channel-nava} Extend the WhatsApp channel with ServiceNow Otto in Virtual Agent so common customer questions resolve automatically before an interaction reaches an agent. Customers may also be able to access AI agents directly through WhatsApp self-service, without needing to reach a live agent first. The Otto branding shows that ServiceNow is bringing its AI capabilities into one interface, instead of keeping them as separate products.{#configure-whatsapp-channel__configure-whatsapp-channel-para-12} Before you configure this capability, activate the ServiceNow Otto for CSM and Now Assist in Virtual Agent plugins. For more information, see [Configure ServiceNow Otto for Customer Service Management (CSM) in Virtual Agent](https://www.servicenow.com/docs/ONIsi2w9luIG_vU2i1yHFQ "Use ServiceNow Otto for CSM in Virtual Agent to provide users a content-driven generative AI experience.").