Set up the Virtual Agent integration with Facebook Messenger (Legacy)

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read

    • Configure the Virtual Agent integration for Facebook Messenger and associate the app with your instance.

    Before you begin

    You should already have the following:

    Roles required:

    • virtual_agent_admin and external_app_install_admin or admin
    • Administrator for third-party applications

    Procedure

    1. In Facebook developer, navigate to Messenger > Settings.
      1. Locate the Token Generation section.
      2. From the page list, select the Facebook page you created and make note of the Page Access Token that is generated.
      3. Locate the Webhooks section and click Setup Webhooks.
      4. On the New Page Subscription pop-up window that displays, enter these fields:
        Field Value
        Callback URL Your ServiceNow instance URL followed by /api/now/v1/cs/adapter/messenger/message
        Verify Token nowbot
        Subscription Fields Select messages and messaging_postbacks
      5. Click Verify and Save.
    2. In your ServiceNow instance, enter hash_message_verification.list in the Filter navigator.
      1. In the Hash Message Verifications form, click New to create a new record.
      2. Enter these fields:
        Field Value
        Name Name that helps to identify this record. This field may default to sample-fb-messenger-inbound-app-token but this default can be changed.
        Description Description for the record
        Secret App secret of your Facebook Messenger app (the secret was generated when you created the app)
      3. Click Submit.
    3. In your ServiceNow instance, enter token_verification.list in the Filter navigator.
      1. In the Token Verifications form, click New to create a new record.
      2. Enter these fields:
        Field Value
        Name Name that helps to identify this record. This field may default to sample-fb-messenger-outbound-app-token but this default can be changed.
        Description Description for the record
        Token Page access token of your Facebook Messenger app (from step 1b of this procedure)
      3. Click Submit.
    4. In your ServiceNow instance, enter message_auth.list in the Filter navigator.
      1. In the Message Auth page, click New to create a new record.
      2. Enter these fields:
        Field Value
        Name Name that helps to identify this record. This field may default to sample-fb-messenger-app but this default can be changed.
        Provider Name of the provider
        Inbound message verification Name specified on the Hash Message Verifications form (this token verifies if the request is actually from the provider)
        Outbound message creation Name specified on the Token Verification form (this token interacts with the provider on behalf of the user)
      3. Click Submit.
    5. In your ServiceNow instance, enter sys_cs_adapter_configuration_page_messenger.list in the Filter navigator.
      1. In the Facebook Messenger Adapter Configuration Page, click New to create a new record.
      2. Enter these fields:
        Field Value
        App Type Defaults to Facebook Messenger and cannot be changed
        Messenger Page ID Your page ID (the page ID can be found in the URL of the Facebook page)
        Name Name that helps to identify this record. This field may default to sample-fb-messenger-app but this default can be changed.
        Provider Auth Name specified on the Message Auth page
    6. Click Submit.
    7. Configure whether users should be prompted to link their profile to their ServiceNow profile.
      1. In the Navigation filter, enter sys_properties.list.
      2. Navigate to and click va.messenger.account.auth.
      3. In the Value field, enter true or false.
        true Prompt users to link their account to their ServiceNow profile. Users who link their account to their ServiceNow profile can access all topics and also chat with a live agent. Users who do not link their account can access only guest topics.
        false Do not prompt users to link their account to their ServiceNow profile. Users can access only guest topics but can still chat with a live agent.
      4. Click Update.