Integrating the WhatsApp messaging app with other applications

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

    • Other ServiceNow applications and features can use the Conversational Integration with WhatsApp (powered by Twilio) application.

    As a live agent, when you accept a request from the WhatsApp service channel, you can converse with the requester within the same channel.

    Integrating with Customer Service Management

    Integrate the Conversational Integration with WhatsApp (WhatsApp Cloud API) application with the ServiceNow® Customer Service Management application to enable your customer contacts and consumers to 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.