---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Integrating the WhatsApp messaging app with other applications

# Integrating the WhatsApp messaging app with other applications {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Other ServiceNow applications and features can use the Conversational Integration with WhatsApp (powered by Twilio) application.

As a live agent, when you accept a request from the WhatsApp service channel,
you can converse with the requester within the same channel.

## Integrating with Customer Service Management {#messg-whatsapp-integrating-apps__section_xcs_fjg_jnb}

Integrate the Conversational Integration with WhatsApp (powered by Twilio) application with the ServiceNow®
Customer Service Management application to enable your customer contacts and consumers to initiate a
WhatsApp chat conversation with a virtual agent or live agent. An agent can
initiate a conversation, or accept a conversation initiated from a WhatsApp chat
conversation. For more information, see Integrate WhatsApp with Customer Service Management through Twilio.