---
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


---

# Configure Engagement Messenger

# Configure Engagement Messenger {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 min. de leitura

Create a Engagement Messenger module and configure its behavior, appearance, and styling. By creating a messenger module, you can customize the appearance and behavior according to your organizational branding and to suit
your customer needs.

## Antes de Iniciar

* [Install the Engagement Messenger application](https://servicenow-prod.fluidtopics.net/5l5pkUgkZ9eq9fq3TOZW2Q "Install the Engagement Messenger application from the ServiceNow Store if you have the admin role.").
* Gather or prepare the following items:
  * Image files for your logo and messenger launcher icon. The images must be in .jpg, .png, .bmp, .gif, .jpeg, .ico, or .svg file format.
  * Color names and hex codes for branding to configure the styling of the messenger user interface.
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* Role required: sn_csm_ec.ec_admin
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## Procedimento

1. Navigate to AllEngagement MessengerModules.
2. Choose to create an Engagement Messenger module or edit an existing module.
   * To create a module, select New.
   * To edit an existing module, select Edit in the Edit module column of your messenger module.

   {#create-engagement-messenger-module__choices_ayj_gyz_m4b}  
   The guided configuration view is displayed.
3. In the guided configuration view, navigate through Module, Appearance, Behavior, Features, and Implement.
4. On the form, fill in the fields.  
   {#create-engagement-messenger-module__table_mxg_gyz_m4b__entry__2}

   | Field | Description |
   |-|-|
   | Module ||
   | Module name | Unique name for your messenger module. |
   | Short description | Brief description of the messenger module. |
   | Appearance ||
   | Logo | Logo that is displayed in the header of the messenger on your website. The recommended size and dimensions are: * Size (in bytes): approximately equal to 2 KB * Height (in pixels): 30--55 * Width (in pixels): 30--55 {#create-engagement-messenger-module__ul_nxg_gyz_m4b} Nota: If no logo is selected, the Home icon (![Home icon.]()) is displayed as a default logo in the header of the messenger. |
   | Launcher icon | Icon that is displayed as the messenger option on your website. On your website, selecting this icon launches the messenger. The recommended size and dimensions are: * Size (in bytes): approximately equal to 1 KB * Height (in pixels): 24--60 * Width (in pixels): 24--60 * Use a circular icon with a transparent background {#create-engagement-messenger-module__ul_oxg_gyz_m4b} Nota: The grid size range of a launcher icon is from 24X24 to 60X60. Any deviation from the defined range rescales automatically to fit the launcher icon size. |
   | Launch icon position | Position of the messenger launch icon on your website. |
   | Allow module to expand to full-height | Option for enabling the messenger module to expand to the full height of the browser tab. |
   | Horizontal margin (in pixels) | Distance from the right or left of the browser tab for the placement of the messenger launcher icon. The distance is calculated from right or left based on your input for the field Launch icon position. For example, if you set the launch icon position as Right and the Horizontal offset as 50, then the launch icon is placed at a distance of 50 px from the right of the browser tab. The maximum value for this field is 70 px. |
   | Vertical margin (in pixels) | Distance from the bottom of the browser tab for the placement of the messenger launch icon. The maximum value for this field is 70 px. |
   | Primary color | Primary color for styling the header or buttons in your messenger. For example, this color is used for user action buttons such as the Submit, Yes, or OK. |
   | Primary font color | Text color that is used on UI elements that use the primary color. |
   | Secondary color | Secondary color for styling your messenger. For example, this color is used for user action buttons such as Cancel or No. |
   | Secondary font color | Text color that is used on UI elements that use the secondary color. |
   | Tertiary color | Tertiary color for styling your messenger. For example, this color is used to mark customer cases with tags such as Action required. |
   | Tertiary font color | Text color that is used on UI elements that use the tertiary color. |
   | Theme | Theme for other styling options of the messenger. This field is automatically set to CWF Engagement Messenger Theme. If you want to select a different theme, ensure that the theme that you select here must match certain criteria. For more information, see [Engagement Messenger module theme requirements](https://servicenow-prod.fluidtopics.net/Pe4LyUqZodA241N_hYV~qw "You can set a theme that you can apply to an Engagement Messenger module. A theme enables you to define additional styling of Engagement Messenger in your website."). |
   | Nota: If the value for the Primary color, Secondary color, or Tertiary color fields is set to color names, such as Pink, the Engagement Messenger UI doesn't display these colors correctly. As a workaround, you can enter the hexadecimal values of these colors. For example, use #FFC0CB for Pink. ||
   | Behavior ||
   | Notification ||
   | Enable notifications on launcher icon | Option to enable in-app pop-up notification alert message when a new message is received. |
   | Enable sounds | Option to get the notification alert sound. |
   | Enable notifications in browser tab | Option to get the notification alert on the browser tab when the concerned web page isn't opened. |
   | Enable user behavior tracking | Option for enabling the collection of Usage Insights from users of your Engagement Messenger. This option is available only if you activate the Service Portal Analytics plugin (com.glide.service-portal.analytics) in your ServiceNow instance. Nota: If you update your Engagement Messenger module name after user behavior tracking is enabled, the Usage Insights dashboard would show the original module name, not the updated name. |
   | As an administrator, you can configure the Proactive Recommendations feature for Engagement Messenger. For more information, see [Proactive Recommendations configuration for Engagement Messenger](https://servicenow-prod.fluidtopics.net/RcyGP6hd1MVKk3oKzQA_DA "The Proactive Recommendations feature enables you to show context-based suggestions in real time and to configure the recommendations experience on Engagement Messenger."). ||
   | Features ||
   | See [Feature configuration for Engagement Messenger](https://servicenow-prod.fluidtopics.net/F9XCfRAxtEAGxh2dlemPxg "Configure the features of Engagement Messenger so that you can change the default settings to suit your customer needs."). ||
   | Implement ||
   | Website URLs | Comma-separated list of URLs of the websites where you want to deploy the messenger. For example, <kbd class="ph userinput">https://www.example.com, https://www.yourwebsiteurl.com</kbd> |
   | Authentication type | Authentication type for this embedded messenger. Select one of the following options: * None * Security assertion markup language (SAML)-based * Open ID connect (OIDC)-based {#create-engagement-messenger-module__ul_ixj_dd1_n4b} If you want to enable only the guest user experience for the messenger in your website, set this field to None. Ensure that you create an identity provider (IdP) for the authentication type you select in this field. For more information, see [Create an identity provider (IdP) for Engagement Messenger](https://servicenow-prod.fluidtopics.net/huBHl_XmYv8FgavfMLFGwg "Create an IdP for your Engagement Messenger so that you can enable customer authentication. You can create an IdP for either the OpenID Connect (OIDC) or Security Assertion Markup Language (SAML) authentication type."). |
   | Advanced branding ||
   | Hyperlink text color | Text color used for hyperlinks in messenger. |
   | Navigate-back icon | The icon appears in the messenger header that enables the user to navigate to the previous page. The icon size is 24X24. |
   | Close icon | This icon appears in the messenger header that enables the user to close messenger. The icon size is 16X16. |
   | List search icon | The icon appears in the messenger header that enables searching through a list. The icon size is 16X16. |
   | Expand icon | The icon appears in the header that enables the user to expand the messenger to access information. The icon size is 16X16. |
   | Collapse icon | The icon appears in the messenger header that enables the user to collapse an expanded messenger. The icon size is 16X16. |
   | Start-chat icon | The icon appears in the messenger header that enables the user to start a chat with an agent regarding their ticket or technician visit. The icon size is 16X16. |
   | Filter menu icon | The icon appears at the top of the list page that enables the user to apply filters to get desired result. The icon size is 24X24. |
   | Applied-filters icon | The icon appears at the top of the list page and shows applied filters icon in messenger. The icon size is 24X24. |
   | Nota: The advanced branding configuration is only available in the form view. ||
   [Tabela 1. Engagement Messenger module form]

   {#create-engagement-messenger-module__table_mxg_gyz_m4b}
5. Select Save.
6. Select Email instructions to notify your security administrator to complete the following tasks:  
   1. [Create an identity provider (IdP) for Engagement Messenger](https://servicenow-prod.fluidtopics.net/huBHl_XmYv8FgavfMLFGwg "Create an IdP for your Engagement Messenger so that you can enable customer authentication. You can create an IdP for either the OpenID Connect (OIDC) or Security Assertion Markup Language (SAML) authentication type.").
   2. [Configure a CORS rule for Engagement Messenger](https://servicenow-prod.fluidtopics.net/cGRAfTfzXKqMDfkhAnfBhA "Configure a cross-origin resource sharing (CORS) rule to enable cross-domain requests between Engagement Messenger and your website where you want to deploy the messenger.").
   3. [Create HTTP response headers for Engagement Messenger](https://servicenow-prod.fluidtopics.net/gEGYQ5GF~Tv6gleW11bTcg "Configure a name-value pair for HTTP response headers for the Engagement Messenger module. The ability to configure and pass response headers enables special handling of the page content by a client, which is most typically a browser.").

   {#create-engagement-messenger-module__ol_pby_cml_p4b}  
   Nota:  
   Engagement Messenger extends service portal capabilities that don't support domain separation. For more information, see [Domain separation and Service Portal](https://www.servicenow.com/docs/access?context=domain-separation-service-portal&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US). However, other tables that are used in Engagement Messenger may support domain separation according to the configurations with which they're created.

## Resultado

A new messenger configuration is created and listed in the Modules module of the Engagement Messenger application.

## O que Fazer Depois

1. [Engagement Messenger properties](https://servicenow-prod.fluidtopics.net/wdcZ9ogxwNehpbPiJI6tJw "You can configure the system properties for your Engagement Messenger module so that you can enable Virtual Agent chat, multi-provider SSO, and set a user session time-out value.").
2. [configure the
   features of Engagement Messenger](https://servicenow-prod.fluidtopics.net/F9XCfRAxtEAGxh2dlemPxg "Configure the features of Engagement Messenger so that you can change the default settings to suit your customer needs.").
3. Share the messenger module code with your developer using the Email code to embed Engagement Messenger in your website.
4. Following are the advanced formatting changes that are available as an optional configuration in Engagement Messenger:
   * [Engagement Messenger module theme requirements](https://servicenow-prod.fluidtopics.net/Pe4LyUqZodA241N_hYV~qw "You can set a theme that you can apply to an Engagement Messenger module. A theme enables you to define additional styling of Engagement Messenger in your website.") to reuse Service Portal theme to customize the visual appearance in Engagement Messenger.
   * [Default font sizes for search result text in Engagement Messenger](https://servicenow-prod.fluidtopics.net/sf9NSEXDMta11quLQYGMww "Define normal and genius search result font sizes to change text appearance in Engagement Messenger on different devices.").
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