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2.0.8
Yokohama, Xanadu, Washington DC, Vancouver
Conversational Integration with WhatsApp (powered by Twilio) enables brands to engage with their customers using the WhatsApp messaging app. The app requires a subscription to Twilio services.
- Enable users to engage in conversations with virtual agents and live agents by messaging your brand's WhatsApp-enabled Twilio phone number
- Conversations can be seamlessly transferred to a live agent while preserving context and history
- Agents can initiate conversations or respond to ongoing long-running conversations using the ServiceNow® Agent Workspace and ServiceNow® CSM Configurable workspace applications
- Brands can configure system-initiated messages or notifications that can be sent out to users on WhatsApp. Note: Users must explicitly opt-in to receive notifications
- The following user input controls are supported: Text, Static Choice, Reference Choice, Boolean, and File Picker
- The following bot responses are supported: Text, Image Output, Link, Table, and Card
- Live agents use the Text, Card, and Image Output response controls to reply to users
- WhatsApp conversations also support consumer-grade search experience via the ServiceNow® AI Search application
- Fixed
- AI Search cosmetic issues
- Agents downloading images
Active subscription to Twilio services