Integrate ServiceNow with WhatsApp to create incidents from chats, sync customer records, and automate WhatsApp notifications for IT service management workflows.
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What you get with WhatsApp CRM for ServiceNow
Automatically create ServiceNow incidents or customer service cases from WhatsApp conversations. Tickets include conversation transcripts, priority assignments, and category mappings.
Sync WhatsApp contacts with ServiceNow Customer Service Management (CSM) contacts and accounts. Keep the CMDB updated with the latest WhatsApp contact details.
Trigger WhatsApp messages from ServiceNow Flow Designer workflows. Automate incident status notifications, SLA alerts, and resolution confirmations via WhatsApp.
Automatically suggest ServiceNow Knowledge Base articles in WhatsApp conversations. Reduce incident volume by deflecting common questions to self-service content.
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Benefits for your ServiceNow workflow
Create ServiceNow incidents and cases directly from WhatsApp conversations
Reduce call volume by enabling WhatsApp as an IT support channel
Automate SLA notifications and incident updates via WhatsApp
Deflect common queries with ServiceNow Knowledge Base articles on WhatsApp
Track WhatsApp support metrics in ServiceNow Performance Analytics
Common ways to use WhatsApp CRM with ServiceNow
Allow employees to report IT issues via WhatsApp and auto-create ServiceNow incidents with categorization
Send WhatsApp notifications when ServiceNow incident status changes or SLA thresholds are approaching
Suggest ServiceNow Knowledge Base articles in WhatsApp when users describe common issues
Sync ServiceNow CSM customer contacts with WhatsApp for proactive service communications
Route WhatsApp customer inquiries to ServiceNow CSM agents with full conversation context
Common questions about ServiceNow integration
The integration supports ServiceNow ITSM (Incident, Problem, Change), Customer Service Management (Case, Contact, Account), and HR Service Delivery. Custom tables and applications are also supported through REST API configuration.
Yes, the integration provides WhatsApp actions for ServiceNow Flow Designer. You can trigger WhatsApp messages based on record updates, scheduled events, and custom triggers within Flow Designer.
WhatsApp conversations can be routed to specific ServiceNow assignment groups based on message content, customer account, or conversation topic. Assignment rules follow your existing ServiceNow routing configuration.
Yes, the integration can be installed as a scoped application in ServiceNow. It respects application scope boundaries and can be configured per-scope for multi-instance deployments.
WhatsApp CRM works with many platforms
Sync your ServiceNow contacts and conversations with WhatsApp CRM