--- 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 WhatsApp with Customer Service Management using the WhatsApp Cloud API # Integrating WhatsApp with Customer Service Management using the WhatsApp Cloud API {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Integrating WhatsApp with Customer Service Management using the WhatsApp Cloud API This integration enables ServiceNow Customer Service Management (CSM) customers to connect directly with customers via WhatsApp using the WhatsApp Cloud API. It allows agents to engage in real-time, rich media conversations within the full CSM workflow, combining automated Virtual Agent interactions and live agent support through Agent Workspace. This provides a seamless and interactive customer service experience on a widely used messaging platform. Show full answer Show less ## Key Features * **Rich Messaging Capabilities:** Support for text, images, videos, audio, documents, and interactive controls such as typing indicators, location sharing, list pickers, and opt-in consent management. * **Typing and Message Status Indicators:** Visual feedback shows when agents or customers are typing, and WhatsApp's native message delivery and read statuses are displayed in the interaction timeline. * **Link Previews:** URLs shared in messages automatically generate rich previews including images, titles, and descriptions. * **Customer-Initiated Conversations:** Customers start conversations, which remain open for 24 hours from the last message, allowing unrestricted message types and interactivity. * **Agent-Initiated Conversations:** Agents can proactively message customers who have opted in, have a valid WhatsApp number, and within 24 hours of the customer's last message. * **System-Initiated Conversations:** Automated workflows can send messages if the customer has opted in and the communication falls within the 24-hour window. * **Opt-In and Consent Tracking:** The integration captures and records customer opt-in and opt-out to ensure compliance and proper communication consent management. * **User Roles and Permissions:** Specific ServiceNow roles are required for managing the integration, handling chats, and viewing conversation records, including tasksadmin, agentworkspaceuser, sncustomerservicemanager, and customer roles. ## Practical Benefits for ServiceNow Customers By integrating WhatsApp with CSM using the WhatsApp Cloud API, customers can expect: * Improved customer engagement with rich, interactive, and timely communication on a preferred platform. * Enhanced agent productivity through seamless workflow integration and real-time interaction capabilities. * Automated and live support options to suit different customer service scenarios, improving response times and customer satisfaction. * Compliance with messaging consent requirements through built-in opt-in/out tracking. ## Next Steps ServiceNow customers should configure the WhatsApp channel and related system properties to enable this integration. Agents and administrators must ensure appropriate roles are assigned for managing and using WhatsApp conversations within CSM. For detailed configuration and usage, refer to the relevant ServiceNow documentation on setting up and using the WhatsApp Cloud API integration. Use WhatsApp messaging with Customer Service Management to enable direct communication with customers through WhatsApp using the WhatsApp Cloud API. This WhatsApp direct integration connects to Meta's WhatsApp business platform and enables agents to provide real‑time customer support with rich media, interactive controls, and full CSM workflow integration. The WhatsApp channel supports both automated conversations through Virtual Agent and live agent interactions through Agent Workspace, providing a complete customer service experience. ## WhatsApp messaging capabilities {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__section_dbh_plh_jnb} WhatsApp messaging capabilities in Customer Service Management enable rich, interactive customer conversations beyond basic text messaging. Agents can exchange media files, send structured interactive controls, request customer inputs, and deliver formatted messages that improve clarity and reduce friction. ## Rich and interactive messaging features {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__section_s1l_x4g_shc} WhatsApp supports the following messaging features and rich interactive controls: * Text messaging * Rich media (images, videos, audio files, documents) * Typing indicators * Location sharing * List pickers * Opt-in and consent {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__ul_nqb_1pg_shc} {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__table_vlk_ykh_shc__entry__2} | Rich controls | Description | |-|-| | Typing indicators | Real-time visual feedback shows when agents or customers are composing messages, keeping both parties informed about conversation activity. Agent-side capabilities: * Automatically displayed to customer when agent types in Agent Workspace * Appears as "typing..." status in customer's WhatsApp * Provides immediate feedback that agent is responding {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__ul_mmx_3lh_shc} | | Message status indicators | WhatsApp automatically handles message delivery and read status indicators according to WhatsApp's standard behavior. The application displays these statuses in the interaction timeline. Status indicators (for users): * Sent: Single gray checkmark (message sent to WhatsApp server) * Delivered: Double gray checkmarks (message delivered to agent's device) * Read: Double blue checkmarks (agent viewed message) {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__ul_uwl_klh_shc} Status indicator (for agent): Sent: Single gray checkmark (message sent to user's device) | | Link previews | URLs in messages automatically generate rich previews with images, titles, and descriptions. | | Customer-initiated conversations | These conversations begin when the customer sends the first message to your business. WhatsApp applies specific rules for messages sent within this interaction window. Messaging window: * Opens when customer sends first message * Remains open for 24 hours from last customer message * Resets to 24 hours with each new customer message * Agent can send any messages within this window {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__ul_cxf_wlh_shc} Characteristics: * No restrictions on message content * Supports all message types and interactive features * Most common conversation type for customer serviceOpens when customer sends first message {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__ul_dxf_wlh_shc} | | Agent-initiated conversations | These conversations begin when agent proactively messages the customer. WhatsApp enables outbound initiation only under certain conditions. Requirements: * Customer must have active channel user profile in the application * Customer must have opted in to receive messages * Customer's phone number must be valid and registered on WhatsApp * Must be within 24 hours of customer's last message {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__ul_z55_1mh_shc} | | System-initiated conversations | These conversations begin when an automated workflow sends a WhatsApp message to the customer. Requirements: * Customer must have opted in * Must be within 24 hours of customer's last message {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__ul_zvm_zlh_shc} | | Opt-in and consent | The integration captures and records customer opt-in and opt-out messages to track communication consent. | [Table 1. WhatsApp rich controls] {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__table_vlk_ykh_shc} ## End users and roles {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__section_qjq_cpg_shc} The users with the roles listed in the following table can use the Conversational Integration with WhatsApp (WhatsApp Cloud API) application. {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__table_iwr_2pg_shc__entry__2} | Role | Tasks | |-|-| | admin | Configure and manage the WhatsApp Cloud API integration, including connection settings, routing rules, system properties, and security configurations. | | 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. Search for articles in Communities and Knowledge Management, access service catalogs, and create a customer service case. | [Table 2. Roles required for Conversational Integration with WhatsApp (WhatsApp Cloud API)] {#messg-integrating-whatsapp-with-csm-whatsapp-cloud__table_iwr_2pg_shc} For configuration information, see [Configure WhatsApp channel](https://www.servicenow.com/docs/QvVaYqBY4yvxEq3wQ38bUQ "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."). **Related concepts** * [System properties for configuring WhatsApp (WhatsApp Cloud API)](https://www.servicenow.com/docs/e5RNL1wkMlCXT1SRoGcbJw "You can configure the system properties for your Conversational Integration with WhatsApp (WhatsApp Cloud API) application so that you can enable secure and authenticated communication.") **Related topics** * [Configure Conversational Integration with WhatsApp (WhatsApp Cloud API)](https://www.servicenow.com/docs/access?context=messg-direct-whatsapp-configure&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) * [Using Conversational Integration with WhatsApp (WhatsApp Cloud API)](https://www.servicenow.com/docs/access?context=messg-direct-whatsapp-using&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)