This app delivers a native WhatsApp adapter for direct integration with the WhatsApp Cloud API, replacing the current third-party–based solution. The new adapter enables agents to send and receive customer messages on WhatsApp while supporting rich messaging features such as media sharing, location requests, list pickers, and typing indicators. This enhancement improves customer experience by expanding GEO coverage, leveraging full WhatsApp API capabilities, and simplifying onboarding. The solution is designed for customer service messaging channels and supports both agent and customer personas.
Core Messaging
Send and receive text messages to customers via WhatsApp Cloud API
Media Support
- Send and receive media (images, audio, video, and documents) to customers
- Store inbound media or attachments received via Webhook
- Upload outbound media to Facebook
Conversation Flows
Customer-initiated, Agent-initiated, and System-initiated conversations support
Integration & Mapping
- Map ServiceNow rich controls to WhatsApp controls
- Agent workspace integration to render rich controls
Introduced native WhatsApp Cloud API integration with support for rich media, interactive messaging, virtual agent automation, and Agent Workspace workflows eliminating the need for third-party tools.
Conversational Integration with Whatsapp requires the following plugins and applications.
ServiceNow Plugins:
- Conversational Custom Chat Integration (com.glide.cs.custom.adapter)
- ServiceNow IntegrationHub Runtime (com.glide.hub.integration.runtime)
- Glide Virtual Agent (com.glide.cs.chatbot)
- Conversational Messaging(com.glide.messaging.awa)
Role required: external_app_install_admin or virtual_agent_admin