Integrating WhatsApp with Customer Service Management through Twilio

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    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 Integrating WhatsApp with Customer Service Management through Twilio

    This integration allows customers and service agents to engage through WhatsApp using the ServiceNow® Conversational Integration powered by Twilio. It facilitates chat conversations with virtual or live agents, enhancing customer service experiences and streamlining interactions.

    Show full answer Show less

    Key Features

    • Initiate WhatsApp conversations with virtual or live agents.
    • Search for articles, access service catalogs, and create customer service cases during chats.
    • View WhatsApp chat details in Agent Workspace, enhancing case management.
    • Indicate presence in the Agent Workspace Inbox via WhatsApp.
    • Automatically capture interaction details for easier data entry during outbound chats.

    Example Workflows

    1. Resolving Consumer Issues: A customer initiates a chat with a Virtual Agent, views relevant knowledge articles, and then requests a live agent. The agent creates a case and resolves the issue.

    2. Gathering Customer Feedback: After a purchase, a customer receives a welcome message and later feedback prompts via WhatsApp. An agent follows up on negative feedback to assist the customer further.

    End Users and Roles

    The following roles can utilize this integration:

    • agentworkspaceuser: Accept ongoing WhatsApp conversations.
    • sncustomerservicemanager: View details of WhatsApp conversations.
    • sncustomerservice.consumer, sncustomerservice.customer: Initiate chats with virtual or live agents, search articles, and create service cases.

    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.

    As an administrator, if you have configured the Conversational Integration with WhatsApp (powered by Twilio) application, then your customer contacts and consumers can initiate a WhatsApp chat conversation with a virtual agent or live agent. An agent can initiate a conversation or accept a conversation initiated from a WhatsApp chat conversation. For more information, see Configure Conversational Integration with WhatsApp (powered by Twilio).

    Note:
    As an administrator, you can also use any predefined Customer Service Virtual Agent conversations to capture information from customer contacts or consumers. For more information, see Customer Service Virtual Agent conversations.
    Key features of the integration include the following:
    • Initiate WhatsApp chat conversations with a virtual agent, live agent, or customer.
    • Use the chat to search for articles in community posts and knowledge articles, access service catalogs, or create a customer service case.
    • View the WhatsApp chat conversation details from which a work item was initiated in Agent Workspace.
    • Indicate your presence in the Agent Workspace Inbox with the WhatsApp service channel.
    • Make outbound chat conversations to connect with a customer's WhatsApp chat conversation, and automatically capture interaction details to simplify data entry.

    Example workflows

    The following example workflow shows the use of the Conversational Integration with WhatsApp (powered by Twilio) application in resolving a consumer issue:

    1. A customer has an issue with a product and initiates a WhatsApp chat conversation using the Virtual Agent bot.
    2. The Customer Service Management application identifies the customer and starts an interaction of type Messaging.
    3. The customer selects the product and views the knowledge articles associated with the product.
    4. The customer then selects to chat with a live agent.
    5. A live agent accepts the customer request. The Customer Service Management application starts another interaction of type Messaging.
    6. The live agent creates a case on the product, and then closes the conversation.

    The following example workflow shows the use of the Conversational Integration with WhatsApp (powered by Twilio) application in addressing customer feedback:

    1. A customer purchases a new product and opts in to receive notifications from your business on the WhatsApp app.
    2. The customer receives a welcome message from customer support.
    3. After two months, the customer receives another message asking for feedback on the product.
    4. The customer shares negative feedback.
    5. An agent reviews the feedback and starts a conversation with the customer to offer help and find out more about the customer’s experience with the product.

    End users and roles

    The users with the roles listed in the following table can use the Conversational Integration with WhatsApp (powered by Twilio) application.

    Table 1. Roles required for Conversational Integration with WhatsApp (powered by Twilio)
    Roles Tasks
    agent_workspace_user Accept an ongoing WhatsApp chat conversation with a customer through the WhatsApp service channel in Advanced Work Assignment.
    sn_customerservice_manager View details of a WhatsApp chat conversation by using interaction records of type Messaging and subtype WhatsApp.
    sn_customerservice.consumer, sn_customerservice.customer Initiate WhatsApp chat conversations with a virtual agent or live agent so that you can search for articles in Communities and Knowledge Management, access service catalogs, and create a customer service case.