Engagement Messenger release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Engagement Messenger release notes

    Engagement Messenger is a ServiceNow application that extends customer self-service capabilities to third-party websites and mobile portals. It enables customers to access services and support through an in-context experience with minimal coding needed. This pre-packaged solution empowers faster issue resolution and allows ServiceNow users to centrally manage and deploy self-service experiences for their customers.

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    Key Features

    • Accessibility and Usability Enhancements: The latest version supports reflow for zoom up to 400%, transforming layouts for better readability and usability, especially for users with low vision or diverse devices.
    • Security Improvements: Multiple security enhancements and bug fixes have been included to safeguard user interactions and data.
    • Integration with Virtual Agent: Now Assist in Virtual Agent chat support is integrated into Engagement Messenger, improving automated support capabilities.
    • Mobile SDK Support: Extend self-service to native Android and iOS apps by embedding Engagement Messenger using the mobile SDK.
    • Notification and Communication Features: Ability to send email notifications for unread messages and display remote data from third-party sources via Configurable Cards.
    • Localization and Customization: Locale support enables displaying Engagement Messenger in the language of the parent website; users can also customize chat features, edit custom feature names, and manage chat switching notifications.
    • Proactive Recommendations: AI-driven recommendations provide knowledge articles or service catalog suggestions proactively.
    • Flexible Deployment and Configuration: Guided configuration with live preview, support for Next Experience UI, and customizable icons, hyperlinks, and greeting messages.
    • Asynchronous Chat and Workflow Launch: Persistent conversations regardless of agent availability and capability to launch workflows from external contexts.
    • Appointment Booking: Support for booking walk-up and field service appointments within the messenger.

    Key Outcomes for ServiceNow Customers

    • Deliver a seamless, accessible, and localized self-service experience directly within customer portals or mobile apps.
    • Increase customer satisfaction and reduce support workload by empowering users to resolve issues independently with AI-powered recommendations and integrated virtual agent support.
    • Maintain control and flexibility by centrally managing configurations, customizations, and deployment of Engagement Messenger within the ServiceNow platform.
    • Enhance security and compliance through ongoing security updates and bug fixes.
    • Improve engagement and communication effectiveness with email notifications and rich messaging features.

    Version history for the Customer Service Management Engagement Messenger on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 5.13.1 - June 2026
    • New: Security enhancements
    • Changed: CSM Engagement Messenger now supports reflow, allowing content to be zoomed up to 400% in a browser without loss of content or functionality. Page layouts automatically transform into a vertical, stacked view at 400% zoom. This update benefits users with low vision and those working across varied devices and environments.
    • Fixed: Functional and accessibility issues
    Version 5.12.2 - March 2026
    Fixed: Fixed UI and functional bugs.
    Version 5.12.1 - January 2026
    Security enhancement.
    Version 5.11.0 - December 2025
    Fixed: Security bug fixes
    Version 5.10.1 - September 2025
    Bug fixes.
    Version 5.10.0 - August 2025
    Bug fixes.
    Version 5.9.0 - May 2025
    New: The Now Assist in Virtual Agent chat support is enabled in Engagement Messenger.
    Version 5.8.1 - November 2024
    Bug fixes.
    Version 5.7.3 - August 2024
    Bug fixes.
    Version 5.7.1 - July 2024
    Bug fixes.
    Version 5.7.0 - May 2024
    Bug fixes.
    Version 5.5.5 - April 2024
    Bug fixes.
    Version 5.5.3 - March 2024
    Bug fixes.
    Version 5.6.0 - February 2024
    • Extend the self-service capabilities to your native mobile apps (Android and iOS) by embedding Engagement Messenger using mobile software development kit (SDK).
    • Bug fixes.
    Version 5.5.1 - January 2024
    Fixes.
    Version 5.5.0 - November 2023
    Fixes.
    Version 5.4.0 - August 2023
    • Added ability to send email notification for unread messages.
    • Enabled remote table support in the Configurable Cards feature to display records from third-party sources.
    Version 5.3.1 - June 2023
    Bug fixes.
    Version 5.3.0 - May 2023
    Bug fixes.
    Version 5.2.2 - March 2023
    Bug fixes.
    Version 5.2.0 - February 2023
    Bug fixes.
    Version 5.1.2 - September 2022
    Bug fixes.
    Version 5.1.0 - August 2022
    • New:
      • Added locale support to display Engagement Messenger in the language of the parent website
      • Smart links support to make knowledge, catalog, and case links shared through VA compatible with Engagement Messenger
    • Changed:
      • Added support to notify a user when they try to switch chats during an active conversation
      • Added the ability to edit name of a custom feature added to Engagement Messenger
      • Added support to delete custom features added to Engagement Messenger
      • Added support to show knowledge article link as a KB number
    • Fixes
    Version 5.0.2 - June 2022
    Fixed: Includes fixes to address issues.
    Version 5.0.0 - May 2022
    • New:
      • Support for Next Experience UI in the guided configuration view, in the San Diego release
      • Added Proactive Recommendations functionality to receive and display proactive knowledge articles or service catalog recommendations based on AI search
      • Added ability to view data from any ServiceNow table
      • Added ability to open a portal page and also add a list of links
    • Fixes
    Version 4.0.1 - February 2022
    Bug fixes.
    Version 4.0.0 - December 2021
    • New:
      • Added asynchronous chat support to enable persistent conversation between the agent and the customer regardless of their availability
      • Added functionality to customise the icons and hyperlinks colours in Engagement Messenger
      • Added ability to configure the message to be shown in Engagement Messenger when the chat is offline
      • Added support to include hyperlinks within the greeting message to make it easier to access information
    Version 3.1.1 - August 2021
    • New:
      • Added functionality to initiate specific actions like create a case, view knowledge, and so on
      • Added support to pass context from an external website to launch workflows such as initiate product-specific chat
      • Flexibility to launch Engagement Messenger using custom buttons and URL parameters. Introduced default translations for Engagement Messenger to support multiple languages
    • Fixed: Fixed bugs to resolve known issues and to improve overall user experience
    Version 3.0.3 - March 2021
    • New:
      • Book an appointment for walk-up to support centers
      • Request a field service appointment
    Version 1.0.0 - January 2021
    • New:
      • Engagement Messenger configuration
        • Configure your Engagement Messenger module using guided configuration
        • Review your configuration using the live preview functionality with views for both guest and authenticated users
        • Enable collecting user behavior analytics from Engagement Messenger on your third-party website
        • Configure the behavior for the new Catalog feature
        • Share the source code of your Engagement Messenger configuration to others via an email Engagement Messenger user experience
        • Consumers can now browse through different catalogs and create tickets from predefined catalogs
    Version 1.0.0 - January 2021

    • ServiceNow® Engagement Messenger seamlessly extends the ServiceNow customer self-service experience to third-party portals.

      • It provides an in-context experience on existing websites or mobile websites for customers to access services.
      • It allows the integration of customer support capabilities via no or low code configuration.
      • It goes beyond single widgets to provide a pre-packaged set of capabilities, empowering customers to resolve issues faster.

      ServiceNow users can now manage the end-to-end user self-service experience in one central location, from within ServiceNow, and deploy that experience where it’s most convenient for their end-customers.