Review this topic to see which ServiceNow applications and features can use the Conversational Integration with Facebook Messenger application.

As an administrator, you can use the Conversational Integration with Facebook Messenger application to integrate the Facebook Messenger messaging app with other ServiceNow applications and enable requesters to converse with agents using the Facebook Messenger messaging app.

Integrating with Customer Service Management

Integrate the Conversational Integration with Facebook Messenger application with the ServiceNow® Customer Service Management application to enable your customer contacts and consumers to initiate a Facebook Messenger chat conversation with a virtual agent or live agent. For more information, see Integrate Facebook Messenger with Customer Service Management.