Configure Conversational Integration with WhatsApp (WhatsApp Cloud API)

  • Release version: Zurich
  • Updated January 9, 2026
  • 1 minute to read

    • Install and set up the Conversational Integration with WhatsApp (WhatsApp Cloud API) 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 (WhatsApp Cloud API) application.

    Procedure

    1. Install Conversational Integration with WhatsApp.
    2. Set up Conversational Integration with WhatsApp.
    3. Capturing information from a user in a WhatsApp chat conversation.
    4. Optional: Close idle WhatsApp chat conversations.
    5. Optional: Integrate WhatsApp with other ServiceNow applications.