Integrating Facebook Messenger with Customer Service Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Integrating Facebook Messenger with Customer Service Management

    This feature enables ServiceNow customers to integrate Facebook Messenger chat conversations directly with their Customer Service Management (CSM) instance. It allows consumers and customer contacts to communicate with businesses through the Conversational Integration with Facebook Messenger application. This integration supports interaction with both virtual agents and live agents within ServiceNow, facilitating seamless customer engagement through a popular social messaging platform.

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    Key Features

    • Customer Experience: Customers can initiate Facebook Messenger chats to interact with virtual or live agents, enabling them to search community posts and knowledge articles, access service catalogs, or create customer service cases effortlessly.
    • Agent Experience: Agents can view detailed Facebook Messenger chat conversations linked to work items in Agent Workspace, indicate their presence in the Facebook Messenger service channel inbox, and initiate outbound chat conversations. Interaction details are automatically captured to streamline data entry and improve efficiency.
    • Role-based Access: Specific roles such as agentworkspaceuser, sncustomerservicemanager, sncustomerservice.consumer, and sncustomerservice.customer have defined permissions to manage, view, and engage in Facebook Messenger conversations within the ServiceNow platform.

    Practical Application

    The integration supports workflows where a customer initiates a Facebook Messenger chat to resolve issues. For example, a customer experiencing problems with a newly purchased router can start a conversation with a Virtual Agent. The system identifies the customer, starts a messaging interaction, helps locate relevant knowledge articles, and resolves the issue without needing live agent intervention, enhancing self-service capabilities.

    Integrate Facebook Messenger chat conversations with your ServiceNow® instance so that consumers and customer contacts can communicate with your business using the Conversational Integration with Facebook Messenger application.

    As an administrator, if you have configured the Conversational Integration with Facebook Messenger application, your customer contacts and consumers can initiate a Facebook Messenger chat conversation with a virtual agent or live agent. An agent can accept a conversation initiated from a Facebook Messenger chat conversation. For more information, see Configure Conversational Integration with Facebook Messenger.

    Note:
    As an administrator, you can also use any predefined Customer Service Virtual Agent conversations to capture information from customer contacts or consumers. For more information, see Customer Service Virtual Agent conversations.

    Key features

    Customer experience
    Initiate Facebook Messenger chat conversations with a virtual agent or live agent to search for articles in community posts and knowledge articles, access service catalogs, or create a customer service case.
    Agent experience
    • View the Facebook Messenger chat conversation details from which the work item was initiated in Agent Workspace after accepting a work item associated with the Facebook Messenger service channel.
    • Indicate your presence in the Agent Workspace Inbox with the Facebook Messenger service channel.
    • Make outbound chat conversations to connect with a Facebook Messenger chat conversation from a customer contact or consumer and automatically capture interaction details to simplify data entry.

    End users and roles

    Users with the roles listed in the following table can use the Conversational Integration with Facebook Messenger application.

    Table 1. Roles required for Conversational Integration with Facebook Messenger
    Roles Tasks
    agent_workspace_user Accept an ongoing Facebook Messenger chat conversation with a customer through the Facebook Messenger service channel in Advanced Work Assignment.
    sn_customerservice_manager View details of a Facebook Messenger chat conversation using the interaction record of the type as Messaging and subtype as Facebook Messenger.
    sn_customerservice.consumer, sn_customerservice.customer Initiate Facebook Messenger chat conversations with a virtual agent or live agent to search for articles in Communities and Knowledge Management, access service catalogs, and create a customer service case.

    Example workflow

    The following example workflow shows the use of the Conversational Integration with Facebook Messenger application in helping a customer to resolve an issue with the recently purchased router:

    1. The customer initiates a Facebook Messenger chat conversation using the Virtual Agent bot.
    2. The Customer Service Management application identifies the customer and starts an interaction of type Messaging.
    3. The customer selects the router as a product and finds knowledge articles associated with it.
    4. The customer ends the conversation because the issue was resolved with the help of a knowledge article.