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Conversational Integration with Facebook Messenger › Integrate VA with messaging apps › Integrate VA with other channels › Virtual Agent › Conversational Interfaces
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure Conversational Integration with Facebook Messenger

Install and set up the Conversational Integration with Facebook Messenger application to enable your users to interact with virtual and live agents.

Before you begin

Role required: admin

About this task

This task provides the general steps to integrate the Facebook Messenger messaging app with a ServiceNow application using the Conversational Integration with Facebook Messenger application.

Procedure

  1. Install Conversational Integration with Facebook Messenger.

  2. Set up Conversational Integration with Facebook Messenger.

  3. Design virtual agent topics to capture information from a Facebook Messenger chat conversation.

  4. Close idle Facebook Messenger chat conversations.

  5. Integrate Facebook Messenger with other ServiceNow applications.

  6. Transfer Facebook Messenger chat conversations to live agents.

  7. Install Conversational Integration with Facebook Messenger
    You can install the Conversational Integration with Facebook Messenger application (sn_va_fb_messenger) if you have the admin role. The application includes demo data and installs related ServiceNow® Store applications and plugins if they are not already installed.

  8. Set up Conversational Integration with Facebook Messenger
    Integrate Facebook Messenger with your ServiceNow instance using the Conversational Integration with Facebook Messenger application. Use the application to engage customers in conversations with bots.
  9. Closing idle Facebook Messenger chat conversations
    Enable agents to effectively manage their active Facebook Messenger chat conversations by automatically closing conversations after they have been inactive for a pre-configured amount of time.
  10. Integrating the Facebook Messenger messaging app with other applications
    Review this topic to see which ServiceNow applications and features can use the Conversational Integration with Facebook Messenger application.
  11. Remove Conversational Integration with Facebook Messenger
    Users can remove the Conversational Integration with Facebook Messenger application when the app is no longer needed.
  12. Legacy setup and configuration
    Set up and configure Conversational Integration with Facebook Messenger (Legacy).

Parent Topic:Conversational Integration with Facebook Messenger