Brazil, Australia, Zurich Patch 7, Zurich, Yokohama
Integration
ServiceNow Otto with WhatsApp (powered by Twilio) enables brands to engage with customers using WhatsApp. A Twilio subscription is required.
- Enable users to engage with ServiceNow Otto and live agents through your brand's WhatsApp-enabled Twilio phone number
- Transfer conversations seamlessly to a live agent while preserving context and history
- Initiate agent-lead conversations or respond to ongoing long-running conversations using the ServiceNow® Agent Workspace and ServiceNow® CSM Configurable workspace applications
- Configure and send system-initiated messages or notifications to users on WhatsApp. Note: Users must opt-in to receive notifications
- Support for user input controls such as: Text, Static Choice, Reference Choice, Boolean, and File Picker
- Support for bot responses such as: Text, Image Output, Link, Table, and Card
- Support for Live agents using the Text, Card, and Image Output response controls to reply to users
- Support for WhatsApp conversations with consumer-grade search experience via ServiceNow® AI Search application
- Fixed
- All system messages are now sent to the user (e.g. AI disclaimer)
Not applicable for this application version. For more information, please see
Application Runtime Policy
Active subscription to Twilio services