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