Conversational Integration with WhatsApp (powered by Twilio)
Enable customer engagement over the WhatsApp messaging app
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About
ServiceNow Otto with WhatsApp (powered by Twilio) enables brands to engage with customers using WhatsApp. A Twilio subscription is required.
Key Features
- Enable users to engage with ServiceNow Otto and live agents through your brand's WhatsApp-enabled Twilio phone number
- Transfer conversations seamlessly to a live agent while preserving context and history
- Initiate agent-lead conversations or respond to ongoing long-running conversations using the ServiceNow® Agent Workspace and ServiceNow® CSM Configurable workspace applications
- Configure and send system-initiated messages or notifications to users on WhatsApp. Note: Users must opt-in to receive notifications
- Support for user input controls such as: Text, Static Choice, Reference Choice, Boolean, and File Picker
- Support for bot responses such as: Text, Image Output, Link, Table, and Card
- Support for Live agents using the Text, Card, and Image Output response controls to reply to users
- Support for WhatsApp conversations with consumer-grade search experience via ServiceNow® AI Search application