Consumer messaging apps

  • Release version: Australia
  • Updated April 27, 2026
  • 1 minute to read

    • Omnichannel for Customer Service Management (CSM) provides a unified way to handle customer interactions across multiple channels from a single workspace, with centralized routing through Advanced Work Assignment (AWA). Consumer messaging apps are a supported channel type, allowing customers to contact support through familiar messaging platforms while agents work in the same environment.

    See Integrating with consumer messaging apps.

    Omnichannel for ServiceNow supports the following consumer messaging platforms:

    WhatsApp

    WhatsApp supports persistent customer messaging and can be integrated either through Virtual Agent–based conversational integration or directly with CSM for a complete omnichannel routing.

    For details, see:

    Facebook Messenger

    Facebook Messenger enables customers to reach support directly through your organization's Facebook page. Conversations are routed to agents in the CSM Configurable Workspace alongside other digital channels.

    For details, see:

    LINE

    LINE supports customer conversations through your organization’s LINE account using Conversational Integration with LINE with virtual or live agents.

    For details, see:

    Apple Messages for Business

    Apple Messages for Business lets customers initiate support conversations from the native Messages app on iPhone, iPad, and Mac. Organizations must register with Apple Business Register and use an approved Messaging Service Provider (MSP) to enable this channel.

    For details, see: