Conversational Integration with WhatsApp release notes

Release version: Store

Updated January 20, 2026

1 minute to read

Version history for the ServiceNow® Conversational Integration with WhatsApp application on the ServiceNow Store.

Important:

For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

Version 1.0.3 - January 2026: This app delivers a native WhatsApp adapter for direct integration with the WhatsApp Cloud API, replacing the current third-party–based solution. The new adapter enables agents to send and receive customer messages on WhatsApp while supporting rich messaging features such as media sharing, location requests, list pickers, and typing indicators. This enhancement improves customer experience by expanding GEO coverage, leveraging full WhatsApp API capabilities, and simplifying onboarding. The solution is designed for customer service messaging channels and supports both agent and customer personas.