Integrating Facebook Messenger with Customer Service Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Integrating Facebook Messenger with Customer Service Management

    This integration enables ServiceNow customers to connect Facebook Messenger chat conversations directly with their Customer Service Management (CSM) instance using the Conversational Integration with Facebook Messenger application. This allows consumers and customer contacts to communicate seamlessly with either virtual agents or live agents through Facebook Messenger.

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    Administrators who configure this integration allow customers to initiate conversations that can be accepted and managed by agents inside ServiceNow's Agent Workspace. The integration also supports predefined Customer Service Virtual Agent conversations to gather information from customers.

    Key Features

    • Customer Experience: Customers can start chat conversations on Facebook Messenger with virtual or live agents to search community posts, knowledge articles, access service catalogs, or create service cases.
    • Agent Experience: Agents can view the Facebook Messenger conversation details linked to the work items in Agent Workspace, indicate their presence via the Facebook Messenger service channel inbox, and initiate outbound chats to customers while automatically capturing interaction details for easier data entry.

    Roles and Permissions

    The integration requires specific roles for different tasks:

    • agentworkspaceuser: Accept ongoing Facebook Messenger conversations through the Advanced Work Assignment feature.
    • sncustomerservicemanager: View Facebook Messenger chat conversation details via interaction records.
    • sncustomerservice.consumer and sncustomerservice.customer: Initiate chat conversations with virtual or live agents, search knowledge bases, access service catalogs, and create cases.

    Example Workflow

    A typical scenario involves a customer initiating a chat via Facebook Messenger using the Virtual Agent bot. The CSM application identifies the customer and starts a Messaging-type interaction. The customer selects a product (e.g., a router), accesses relevant knowledge articles, and resolves the issue without needing further assistance, thereby ending the conversation.

    Integrate Facebook Messenger chat conversations with your ServiceNow® instance so that consumers and customer contacts can communicate with your business using the Conversational Integration with Facebook Messenger application.

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

    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

    Customer experience
    Initiate Facebook Messenger chat conversations with a virtual agent or live agent to search for articles in community posts and knowledge articles, access service catalogs, or create a customer service case.
    Agent experience
    • View the Facebook Messenger chat conversation details from which the work item was initiated in Agent Workspace after accepting a work item associated with the Facebook Messenger service channel.
    • Indicate your presence in the Agent Workspace Inbox with the Facebook Messenger service channel.
    • Make outbound chat conversations to connect with a Facebook Messenger chat conversation from a customer contact or consumer and automatically capture interaction details to simplify data entry.

    End users and roles

    Users with the roles listed in the following table can use the Conversational Integration with Facebook Messenger application.

    Table 1. Roles required for Conversational Integration with Facebook Messenger
    Roles Tasks
    agent_workspace_user Accept an ongoing Facebook Messenger chat conversation with a customer through the Facebook Messenger service channel in Advanced Work Assignment.
    sn_customerservice_manager View details of a Facebook Messenger chat conversation using the interaction record of the type as Messaging and subtype as Facebook Messenger.
    sn_customerservice.consumer, sn_customerservice.customer Initiate Facebook Messenger chat conversations with a virtual agent or live agent to search for articles in Communities and Knowledge Management, access service catalogs, and create a customer service case.

    Example workflow

    The following example workflow shows the use of the Conversational Integration with Facebook Messenger application in helping a customer to resolve an issue with the recently purchased router:

    1. The customer initiates a Facebook Messenger 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 router as a product and finds knowledge articles associated with it.
    4. The customer ends the conversation because the issue was resolved with the help of a knowledge article.