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 geographic 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 and from customers via the WhatsApp Cloud API
Media support
- Send and receive media (images, audio, video, and documents) with customers
- Store inbound media or attachments received via Webhook
- Upload outbound media to Facebook
Conversation flows
Supports customer-initiated, agent-initiated, and system-initiated conversations
Integration & mapping
- Map ServiceNow rich controls to WhatsApp controls
- Agent workspace integration to render rich controls
The key updates include:
- Now Assist Virtual Agent (NAVA) in WhatsApp direct conversations now includes synthesized AI-generated responses.
- Agents can play the audio messages directly in the agent chat interface.
UI changes:
The conversation thread includes an inline audio player for both sent and received audio messages, with play, pause, seek, and volume controls.
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