Configure Engagement Messenger for Playbooks
Configure certain Engagement Messenger settings to enable public sector end users to create and track requests. With Engagement Messenger, public sector users can access self-service and chat features from third-party web applications outside of the ServiceNow environment.
- Create an Engagement Messenger module. For more information on implementing Engagement Messenger, see Set up Engagement Messenger.
- Be familiar with customizing the Engagement Messenger module. For details, see Customize the feature configuration of Engagement Messenger.
- Activate the Agent Chat plugin (com.glide.interaction.awa).
- Activate the Virtual Agent plugin (com.glide.cs.chatbot), which requires a subscription.
- Activate the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent), which requires a subscription.
Configure Engagement Messenger for Service Request Playbook application
Configure Engagement Messenger settings for creating and tracking non-emergency service requests.
Before you begin
Role required: sn_csm_ec.ec_admin or admin
About this task
Public sector end users can create and track service requests in Engagement Messenger. They can choose from a catalog of pre-packaged service requests that are provided with the Service Request Playbook application. If Virtual Agent is implemented, they can use the pre-built Virtual Agent conversation, Create a Service Request, to submit and update non-emergency service requests from Engagement Messenger. You must enable the Government Service Catalog and this pre-built Virtual Agent conversation in Engagement Messenger.
Procedure
- In Engagement Messenger, navigate to .
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Customize the Catalog feature to use the Government Service Catalog, which provides the pre-packaged, non-emergency services that users can select from when creating a service request.
- From the Features section, open the Catalog feature.
- Select Edit to search for and then add the Government Service Catalog.
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Customize the Chat feature by enabling the pre-built Virtual Agent conversation for creating a service request.
- From the Features section, open the Chat feature.
- Under Reference chat, find and select the Create a Service Request conversation topic.
- Select Update.