---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Engagement Settings for Proactive Engagement

# Engagement Settings for Proactive Engagement {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
It allows you to configure and define how an end user should be engaged to self-solve the issue.
Virtual Agent and Desktop Assistant are the notification channels used to notify the user. As a fallback, an incident can be created, or the user is routed to a live agent. The following field names are displayed in
the Engagement settings tab while creating a Proactive Engagement resolution from the metric rules.
{#engagement-settings__table_c4x_v3l_xbc__entry__3}

| Field name | Description | Options |
|-|-|-|
| User engagement | Decide if this resolution needs end user engagement or could be executed silently when triggered. | * Engage user * Silent execution (remedial action) * Notification only (self-help instructions and URL). {#engagement-settings__ul_fq4_3t4_1fc} |
| Engagement channel | Select the channel of engagement. Note: Install `com.glide.cs.chatbot` to avail virtual agent as the engagement channel. | Virtual Agent |
| Notification channel | Channel where the user will be proactively notified. Configure the notification channels from `sn_pren-channel-configuration` from [Metric rule triggering Proactive Engagement through alerts](https://servicenow-prod.fluidtopics.net/b0hP5f~L~u~5FTwHvlV5Hg "Metric rules create an alert based on its trigger criteria."). This channel is applicable only if the engagement type is Notification only. | * Virtual Agent * Desktop Assistant * Email Notification {#engagement-settings__ul_tf3_jhd_zdc} |
| User Notification message | Details the message that should be sent to engage the user. | Custom message Example: Your device is running low on disk space. Would you like help to free up some space? |
| Resolution needs consent | Decide if user's consent is needed for the resolution before executing any action on the end-user device. This option is available only for Remedial Action and Create Incident resolution types. | Yes/No |
| User consent message | Details the message where user consent is required. | Custom message Example: Can we free up some disk space using Windows disk clean-up? This will only clear temp files and recycle bin. Your work will not be affected in any way. |
| Choose email notification | This option is applicable only when we select self-help instructions or URL and select Email notification as the notification channel. Note: Choose email notification is visible only for notification channel Email. | Proactive Engagement notification. |
| Issue reference name | The issue reference name is used to identify the issue when communicating with the user. | low disk space/disconnected Zscaler |
| Fallback when self-remediation is not successful. | Select the fallback option that will be triggered when the resolution fails. | Create incident/Route to live agent |
[ ]

{#engagement-settings__table_c4x_v3l_xbc}

These engagement settings are furnished when you configure the metric rule. To configure a new metric rule, see [Configuring Proactive Engagement resolutions with DEX](https://servicenow-prod.fluidtopics.net/RjPh94hOsh~U4lqKRfcxSw "Metric rules help the organization by setting the criteria and trigger alerts when the device or the application monitored deviates from the specified metrics.").