Using Conversational Integration with Facebook Messenger

---
title: Using Conversational Integration with Facebook Messenger
description: Enable a requester to converse with an agent using the Facebook Messenger chat conversations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/messg-fbm-using.html
release: australia
product: Virtual Agent
classification: virtual-agent
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Facebook Messenger, Integrate VA with messaging apps, Conversational Integration apps for Virtual Agent, Conversational Interfaces]
---

# Using Conversational Integration with Facebook Messenger

Enable a requester to converse with an agent using the Facebook Messenger chat conversations.

An administrator can configure the Conversational Integration with Facebook Messenger application for integrating the Facebook Messenger app with a ServiceNow application. For more information, see [Integrating the LINE messaging app with other applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/messg-line-integrating-apps.md).

A requester can initiate Facebook Messenger chat conversations with a virtual agent or live agent.

A live agent can accept Facebook Messenger chat conversations as work items from their Agent Workspace Inbox to converse with a requester.

## Accepting Facebook Messenger chat conversations

As a live agent interacting with a requester over the Facebook Messenger service channel, you can:

-   Converse with the requester through text messages.
-   Share a knowledge article displayed as a link to the requester.
-   Share a record, for example, a customer service case.
-   Share any URLs as links.
-   Share any files as attachments.

**Note:** You accept a work item from the Facebook Messenger chat conversation in your Agent Workspace Inbox when an administrator has configured the Facebook Messenger service channel for transfer of chat conversations. For more information, see [Transfer Facebook Messenger chat conversations to live agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/messg-fbm-live-agent-conv.md) and [Service channels](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/awa-service-channels.md).

-   **[Transfer Facebook Messenger chat conversations to live agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/messg-fbm-live-agent-conv.md)**  
Configure the Advanced Work Assignment application to transfer a Facebook Messenger chat conversation initiated by a requester \(customer contact or consumer\) to a live agent.
-   **[Capturing information from a user in a Facebook Messenger chat conversation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/messg-fbm-capture-info.md)**  
Use the collection of input controls provided by Assistant Designer to prompt and capture information from the user in a Facebook Messenger chat conversation.

**Parent Topic:**[Conversational Integration with Facebook Messenger](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/messg-fbm.md)