---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Deep linking feature

# Deep linking feature in Engagement Messenger {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Set a workflow as a default launch screen in Engagement Messenger either using custom code or a parameterized URL.

The deep linking capability enables you to customize the home page of Engagement Messenger so that you can launch a specified feature every time the messenger is accessed. The feature is launched through variables in a structured URL or in custom code through launch entries that
contain substitution variables.  
Figura 1. Deep linking launch screens  
The deep linking capability supports the launch of View Article, New Case, Case List, Search, Case Search, Catalog Item, New Appointment, New Work Order, Default Home, Work Order, Virtual Agent and Live Agent chat features and display in Engagement Messenger.  
Nota:  
Beginning with the Australia release, in Virtual Agent and Live Agent chats, if a user is engaged in an ongoing conversation and tries to contextually open a topic then the following options are shown:

* Continue chat
* New Chat
{#contextual-launch-engagement-messenger__ul_ekx_xk4_15b}
Figura 2. Switching chat