Using Conversational Integration with Facebook Messenger
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- UpdatedAug 3, 2023
- 1 minute read
- Vancouver
- Virtual Agent
The Vancouver release is no longer supported. As such, the product documentation and release notes are provided for informational purposes only, and will not be updated.
Enable a requester to converse with an agent using the Facebook Messenger chat conversations.
An administrator can configure the Conversational Integration with Facebook Messenger application for integrating the Facebook Messenger app with a ServiceNow application. For more information, see Integrating the LINE messaging app with other applications.
A requester can initiate Facebook Messenger chat conversations with a virtual agent or live agent.
A live agent can accept Facebook Messenger chat conversations as work items from their Agent Workspace Inbox to converse with a requester.
Accepting Facebook Messenger chat conversations
As a live agent interacting with a requester over the Facebook Messenger service channel, you can:
- Converse with the requester through text messages.
- Share a knowledge article displayed as a link to the requester.
- Share a record, for example, a customer service case.
- Share any URLs as links.
- Share any files as attachments.
Note: You accept a work item from the Facebook Messenger chat conversation in your
Agent Workspace Inbox when an administrator has configured the Facebook Messenger service
channel for transfer of chat conversations. For more information, see Transfer Facebook Messenger chat conversations to live agents and Service channels.