Set up Conversational Integration with WhatsApp (powered by Twilio)

Set up the Conversational Integration with WhatsApp (powered by Twilio) application so that you can engage requesters in bot conversations. Integrating with ServiceNow Virtual Agent enables you to interact on WhatsApp chat with a Virtual Agent or Live Agent.

Before you begin

Before you begin, do the following:

• Get ServiceNow entitlements for the following products and applications:

  • Integration Hub
  • Twilio spoke
  • Conversational Integration with WhatsApp (powered by Twilio) For more information, see Get entitlement for a ServiceNow product or application.

• Install the following applications on your ServiceNow instance:

  • Integration Hub
  • Twilio spoke
  • Conversational Integration with WhatsApp (powered by Twilio)
• Connect your Twilio Number to your WhatsApp Business Profile.
• Set up Twilio spoke.

Role required: external_app_install_admin or va_admin

Procedure

1. Connect your company's Twilio account with your ServiceNow instance.

   1. Log in to your Twilio Console.

   2. From the Project Info pane of the Console Dashboard page, note down the authentication token.

      You will later use this token to authenticate the Twilio account on your ServiceNow instance. For more information, see the Twilio documentation.

   3. To specify the webhook URL, in the Twilio console, navigate to Programmable Messaging > Senders > WhatsApp Senders.

      To enable your Twilio account to send messages to your ServiceNow instance, enter the webhook URL in the following format: https://<instance-name>.service-now.com/api/sn_va_whatsapp_twi/message.

   4. Click your WhatsApp-enabled Twilio phone number.

   5. In the A MESSAGE COMES IN field of the Configure WhatsApp Number dialog box, enter the webhook URL of your ServiceNow instance and click Configure.

2. To authenticate incoming hash messages from the Twilio account, create a Hash Message Verification record that stores the Twilio authentication token.

   1. In the navigation filter of your ServiceNow instance, enter hash_message_verification.list.

   2. In the Hash Message Verifications list, click New.

   3. On the form, fill in the fields.

4.  Take note of the name of the Hash Message Verification record.

5.  Click **Submit**.

1. Associate inbound message records with a Message Auth record.

   1. In the navigation filter of your ServiceNow instance, enter message_auth.list and click New.

   2. On the form, fill in the fields.

3.  Click **Submit**.

1. Associate the Message Auth record with the WhatsApp-enabled Twilio phone number.

   1. In the navigation filter of your ServiceNow instance, enter sys_cs_provider.list.

   2. In the Provider Channels list, click Twilio from the Name column corresponding to the WhatsApp channel.

      If the Twilio entry is not present, enter sys_cs_provider_application.list in the navigation filter to create the list.

   3. In the Provider Channel Identity related list, click New.

   4. On the form, fill in the fields.

5.  Click **Submit**.