ServiceNow Whatsapp Automation
Automatically alert customers on WhatsApp when a ServiceNow ticket is escalated, then update them on the resolution. Improve handling speed with clear, timely communication.
Why This Workflow Matters
This workflow keeps customers informed the moment their ticket needs extra attention. Instead of manually sending updates, your team can rely on automated WhatsApp messages that build trust and reduce uncertainty.
By tagging escalated tickets and sharing clear status updates, you create a smoother experience for customers and help your support team move faster, stay organized, and resolve issues more efficiently.
How The Automation Works
- Trigger: Ticket escalated
When a ServiceNow support ticket is escalated, it automatically starts this workflow.
- ActiveCampaign Actions: Tag escalated, webhook
ActiveCampaign adds an “escalated” tag to the contact so your team can quickly see which requests are high priority. A webhook then connects this event to D7 WhatsApp API so a message can be sent.
- WhatsApp Message Sent: “Your support request has been escalated.”
The customer immediately receives a WhatsApp message letting them know their request is now being handled at a higher level.
- Follow-Up Steps: Resolution update
Once the issue is resolved, you can send a follow-up update so the customer knows the outcome and next steps.
- Goal / KPI: Handling speed
The main goal is to improve handling speed getting escalated tickets seen, managed, and communicated faster, while keeping customers in the loop.
Automation Table
| Steps | What Happens | Why It Matters |
|---|---|---|
| 1 | A ServiceNow support ticket is escalated. | Escalated tickets are identified instantly as needing higher-level attention. |
| 2 | The escalation triggers the ActiveCampaign automation. | No one has to remember to update the customer manually automation starts right away. |
| 3 | ActiveCampaign applies a “escalated” tag to the contact. | Your team can quickly filter and prioritize escalated requests in one view. |
| 4 | ActiveCampaign sends a webhook to D7 WhatsApp API. | This connects your CRM and WhatsApp so messages go out reliably and on time. |
| 5 | The customer receives a WhatsApp notice: “Your support request has been escalated.” | Customers feel reassured that their issue is being taken seriously and moved up. |
| 6 | The support team works on the escalated ticket with clear visibility. | Tagged tickets help agents focus on the most urgent cases, improving handling speed. |
| 7 | When resolved, a resolution update is sent to the customer. | Customers get a clear closure message and understand what was done. |
| 8 | You track handling speed as a key performance indicator. | Measuring how quickly escalated tickets are handled helps you improve operations over time. |
WHATSAPP MESSAGE VARIATIONS
Original:
“Your support request has been escalated.”
Template-friendly variations:
- “Hello, your support request has been escalated to our specialist team for faster handling.”
- “Update: your support ticket has been escalated and is now being reviewed by our senior support team.”
- “We’ve escalated your support request to ensure a quicker resolution. We’ll share an update as soon as it’s available.”
Who This Workflow is For
This workflow is ideal for:
- IT service desks and MSPs handling technical incidents and system issues that often need tier-2 or tier-3 escalation.
- SaaS and software support teams managing bug reports, outages, or complex configuration questions.
- Customer service centers in telecom, utilities, and internet providers where escalations are common and response time is critical.
- B2B service providers and consultants who want to reassure key clients that escalated requests receive special attention.
- Any organization using ServiceNow that wants faster, clearer communication with customers whenever a ticket is escalated.
Integrate Now
Activate this ServiceNow – Escalation Notice workflow today