---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Integrate Customer Service Virtual Agent with Facebook Messenger (Legacy)

# Integrate Customer Service
Virtual Agent with Facebook Messenger (Legacy) {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Integrate the Customer Service Virtual Agent with Facebook Messenger to enable bot conversations in the messenger.{#update-authentication-facebook-va-integration__fb-va-auth-csm}

## Before you begin

Role required: virtual_agent_admin or admin  
* Install the Customer Service (com.sn_customerservice) plugin.
* Install the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent).
* Make sure Virtual Agent is integrated with Facebook Messenger.
* Make sure you have the token and secret for the messenger.
{#update-authentication-facebook-va-integration__ul_fmt_3zm_mhb}

For information on integrating the Virtual Agent with Facebook Messenger and for retrieving the messenger token and secret,
see [Set up Virtual Agent integration for consumer messaging apps](https://www.servicenow.com/docs/access?context=integ-va-consumer-apps&version=xanadu&pubname=xanadu-conversational-interfaces&ft:locale=en-US).

## About this task

With this integration, you can get help using Virtual Agent chatbot
conversations. For more information on getting help, see
[Customer Service Virtual
Agent conversations](https://servicenow-prod.fluidtopics.net/V43CQJL4v6B1QRHu~t7ngA "Predefined Customer Service Virtual Agent chatbot conversations enable your customers to get help with the product. Integrating Natural Language Understanding (NLU) models with your virtual agent chatbot topics enables chatbots to analyze, understand, and navigate the user to the right topic based on the inferred intent.")
.

## Procedure

1. In the application navigator, enter <kbd class="ph userinput">sys_cs_adapter_configuration_page_messenger_list.do</kbd>
2. Select sample-fb-messenger-app.  
   You have to be in the Customer Service Virtual Agent Conversations application to edit the record.
3. In the Messenger Page ID field, enter your company's Facebook page ID.
4. Right-click and select Save.
5. In the Provider Auth field, click the information icon and open the Message Auth record:  
   * Go to the Outbound message creation field, click the information icon and open the Token Verification record.
   * In the Token field, enter the token for the messenger application.
   * Click Update.
   {#update-authentication-facebook-va-integration__ul_l4q_smt_rhb}
6. In the Message Auth record:  
   * Go to the Inbound message verification field, click the information icon, and open the Hash Message Verification record.
   * In the Secret field, enter the app secret for the messenger application.
   * Click Update.
   {#update-authentication-facebook-va-integration__ul_hxs_42x_shb}