--- sourceDocument: Store Version History Release Notes sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/store-release-notes Release : - store ft:locale : - en-US ft:publication_title : - Store Version History Release Notes ft:clusterId : - rnst bundleId : - rnst --- # Engagement Messenger release notes # Engagement Messenger release notes {#ariaid-title1} Release version: Store Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read 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](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website. ## Version history Version 5.21.0 - September 2026 : Fixed: Notification popup position on the browser window. Version 5.16.0 - August 2026 : Fixed translation and functional bugs 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.{#store-rn-csm-engagement-messenger__latest-store-rn-csm-engagement-messenger} {#store-rn-csm-engagement-messenger__latest-store-rn-csm-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 {#store-rn-csm-engagement-messenger__ul_yqx_q41_h5b} * Fixes {#store-rn-csm-engagement-messenger__ul_rpb_m41_h5b} 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 {#store-rn-csm-engagement-messenger__ul_vwq_db4_jtb} * 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 {#store-rn-csm-engagement-messenger__ul_qpq_yjv_vrb} {#store-rn-csm-engagement-messenger__ul_lrd_xjv_vrb} 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 {#store-rn-csm-engagement-messenger__ul_ypd_cwg_mqb} * Fixed: Fixed bugs to resolve known issues and to improve overall user experience {#store-rn-csm-engagement-messenger__ul_j2r_5qn_v4b} Version 3.0.3 - March 2021 : * New: * Book an appointment for walk-up to support centers * Request a field service appointment {#store-rn-csm-engagement-messenger__ul_jk5_1wg_mqb} {#store-rn-csm-engagement-messenger__ul_ik5_1wg_mqb} 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 {#store-rn-csm-engagement-messenger__ul_l1r_3yr_p4b} {#store-rn-csm-engagement-messenger__ul_a4j_3yr_p4b} {#store-rn-csm-engagement-messenger__ul_o4h_lyr_p4b} 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. {#store-rn-csm-engagement-messenger__ul_pcb_2mh_g4b} 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.