Integrate Facebook Messenger with your ServiceNow instance using the Conversational Integration with Facebook Messenger application. Use the application to engage customers in conversations with bots.

Before you begin

Role required: external_app_install_admin or va_admin

Procedure

  1. Connect your company's Facebook Messenger service with your ServiceNow instance.
    1. Log in to your Facebook developer account and open the Facebook app you created.
    2. Enable your Facebook app to send data to your ServiceNow instance by entering the webhook URL.
      1. Click Add Callback URL in the Webhooks section of the app.
      2. In the Edit Callback URL dialog box, fill in the fields.
        Field Description
        Callback URL Public URL for webhook.

        Enter the webhook URL in the following format:

        https://<instance-name>.service-now.com/api/now/v1/cs/adapter/messenger/message
        Token Token for webhook.

        By default, the token for ServiceNow webhook is nowbot. As a user with the admin role, you can set the glide.cs.facebook_messenger_verify_token system property to a desired value and then enter that value in this field. Because the glide.cs.facebook_messenger_verify_token system property isn't available by default, you must add it with the data type set to string. For more information, see Add a system property.
      3. Click Verify and Save.
    3. Make a note of your Facebook page ID and access token.
      1. Click Add or Remove Pages and select your Facebook page.
      2. Make a note of the page ID displayed below the page name.

        You can click the page ID to copy the ID to your clipboard.

      3. In the Access Tokens section, click Generate Token for the Facebook page you created.
        Note: Make note of the page access token used later for authenticating the Facebook Messenger on your ServiceNow instance.
    4. Subscribe your Facebook app to your Facebook page.
      1. In the Webhooks section, click Add Subscriptions.

        For each authorized Page, the Webhooks section contains the fields the app can subscribe to.

      2. In the Edit Page Subscriptions dialog box, select messages and messaging_postbacks.
      3. Click Save.
    5. Make a note of the App secret from Basic Settings.
    6. (Optional) Send messages with timestamp in the customer's time zone by navigating to Page settings > Advanced messaging, selecting the Time zone option in the Requested Features section, and clicking Request displayed next to the selected option.
  2. On your ServiceNow® instance, go to All > Conversational Interfaces > Channels and Integrations.
  3. On the Facebook Messenger integration section, click Add.
    The Facebook Messenger Channel integration page opens.
  4. Click the three dots on the right hand side and choose Edit Integration.
  5. On the form, update the name of the bot if desired.
  6. Enter the callback URL and the token from your Facebook Messenger account.
  7. Click Submit.
    A success message displays confirming the integration with the Facebook Messenger app.