---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Use

# Using Conversational Integration with Facebook Messenger {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

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](https://servicenow-prod.fluidtopics.net/~z6kMqsuZQ5ka7Godhm3tw "Other ServiceNow applications and features can use the Conversational Integration with LINE application.").

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 {#messg-fbm-using__section_dpc_hpz_pnb}

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.

{#messg-fbm-using__ul_ys4_flt_nnb}  
Hinweis:  
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](https://servicenow-prod.fluidtopics.net/LL1QwZeU88W0GuAiY_6PVw "Configure the Advanced Work Assignment application to transfer a Facebook Messenger chat conversation initiated by a requester (customer contact or consumer) to a live agent.") and [Service channels](https://servicenow-prod.fluidtopics.net/NMXO1ba5yGIFbgiksKlcCg "Provide customer support by automatically routing incoming work to agents through service channels.").
* **[Transfer Facebook Messenger chat conversations to live agents](https://servicenow-prod.fluidtopics.net/LL1QwZeU88W0GuAiY_6PVw)**   
  Configure the Advanced Work Assignment application to transfer a Facebook Messenger chat conversation initiated by a requester (customer contact or consumer) to a live agent.
* **[Capturing information from a user in a Facebook Messenger chat conversation](https://servicenow-prod.fluidtopics.net/dshnV6xjyg~SNc_kS9GsYA)**   
  Use the collection of input controls provided by the Virtual Agent Designer to prompt and capture information from the user in a Facebook Messenger chat conversation.