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Configure › Conversational Integration with WhatsApp \(powered by Twilio\) › Integrate VA with messaging apps › Integrate VA with other channels › Virtual Agent › Conversational Interfaces
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Set the URL navigation for WhatsApp chat

When agents share links in their WhatsApp chat conversations, customize the portal that those links point to. For example, you can configure links to point to your brand’s portal, or to the ServiceNow portal.

Before you begin

Install the Conversational Integration with WhatsApp (powered by Twilio) application on your ServiceNow instance.

Activate the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal).

Role required: admin

Procedure

  1. In the navigation filter of your ServiceNow instance, enter sys_cs_provider_application_list.do and click New.

  2. On the form, fill in the fields.

    FieldDescription
    NameName of the channel you are using. Enter WhatsApp.
    ProviderName of the provider. Enter WhatsApp.
    Default PortalPortal to be used in the mapping. Select a portal from the list of portals.
    Message AuthMessage auth that you created.
    Inbound IDYour WhatsApp phone ID. For example: +1415XXXXXXX

  3. Click Submit.

What to do next

For more information on setting up URL navigation, see Configure URL navigation for chat links.