---
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


---

# Integrating with consumer messaging apps

# Integrating with consumer messaging apps {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Integrate Customer Service Management with each consumer messaging app to deliver a conversational mobile messaging experience for consumers and customer contacts.

Engage customers wherever they are with useful conversations​ by enabling them to message anytime to your company's account using their choice of messaging apps. Consumers and customer contacts can start conversations with a
virtual agent by sending messages to your company's designated mobile number. They can also select to chat with a live agent from the same messaging app.  
The following consumer messaging apps can be integrated with Customer Service Management:

* WhatsApp: [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.") and [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.").
* LINE: [Integrating LINE with Customer Service Management](https://www.servicenow.com/docs/fQ8wEPxvFiMtnz24f47OAg "Deliver a pre-integrated chat conversation experience with the LINE messaging app for consumers and customer contacts. Integrate LINE with the ServiceNow Conversational Integration with LINE application.").
* Facebook Messenger: [Integrating Facebook Messenger with Customer Service Management](https://www.servicenow.com/docs/HywgqgHCTIxAzChXPGRtWg "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.").
* Apple Messages for Business: [Integrating Apple Messages for Business with Customer Service Management](https://www.servicenow.com/docs/8gGscbuhatsfuFfMs71k7w "Deliver a pre-integrated chat conversation experience with the Conversational Integration with Apple Messages for Business app for consumers and customer contacts. Integrate Apple Messages for Business by using the ServiceNow Conversational Integration with Apple Messages for Business application.").
{#messg-integrate-channels__ul_gjr_2lf_1yb}