Enables customers to engage in conversations with your company’s live and virtual agents using the Facebook Messenger app.
Customers can start conversations when they need to communicate with your company.
If a bot transfers the conversation to a live agent, the agent can respond in the ServiceNow® Agent Workspace or Configurable Workspace application.
The following customer input controls are supported: text, static choice, reference choice, boolean, carousel, and file picker.
The following bot responses are supported: text, image output, link, and card.
Rich text and emojis can be used in the Virtual Agent setup to enhance conversations in the Facebook Messenger app.
Live agents can use the text, card, and image output response controls to reply to customers.