---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Proactive Recommendations configuration for Engagement Messenger

# Proactive Recommendations configuration for Engagement Messenger {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

The Proactive Recommendations feature enables you to show context-based suggestions in
real time and to configure the recommendations experience on Engagement Messenger.
Note:  
To integrate Proactive Recommendations on a web page, you need to enable recommendations in the embed code of Engagement Messenger. {#em-behav-recom__table_opq_wb1__entry__2}

| Field | Description |
|-|-|
| Enable recommendation | Option to show or hide the recommendations. |
| Title text | Title of the recommendation screen in the messenger. |
| Subtitle text | Helpful text about the recommendations that displays at the top of the recommendations screen. |
| Show the search bar | Option to display the search bar on the Recommendation page that enables you to search content in addition to the provided recommendations. |
| Maximum number of recommendations | The maximum number of recommendations to be shown on the recommendations screen. |
| Link text for additional recommendations | Text for the link that enables the user to view an additional recommendations. |
| Link text for Engagement Messenger | Text displayed in the footer of the messenger to enable navigation to the Engagement Messenger home page. Use the <kbd class="ph userinput">[[display text]]</kbd> format to add a clickable link to messenger. |
| * If AI Search does not return any recommendations, then the Engagement Messenger home page is displayed. * You need to enable AI Search to make Recommendations available to users. {#em-behav-recom__ul_u2r_fh4_11c} ||
[Table 1. Recommendations setting configuration form]

{#em-behav-recom__table_opq_wb1} {#em-behav-recom__table_k2n_lkc_jtb__entry__2}

| Field | Description |
|-|-|
| Type | Type of display to show the suggestions proactively on messenger after 30 seconds of inactivity. Select None to disable proactive behavior. |
| Choose an animation type | The type of animation for the launcher icon that activates when the user is inactive. * Ripple (like a wave) * Bounce {#em-behav-recom__ul_orr_pkc_jtb} |
| Show a tooltip above the icon | Option to show the tooltip message above the launcher icon. |
| Tooltip text | The message displayed on the tooltip. |
| Offer search ||
| Title text | Title of the widget that appears when Offer search is selected as the proactive help type. |
| Subtitle text | Description of the widget that appears on the widget body and appears below the title text. |
| Placeholder text | Placeholder text that appears in the search box. |
| Offer chat ||
| Title text | Title of the widget in the messenger. |
| Subtitle text | Description of the widget in the messenger. |
| Chat button label | Label of the button that is displayed for the user to start the conversation. |
| Offer the recommendation you configured ||
| Select the Offer the recommendation you configured option to show the knowledge article and catalog items recommendations proactively as per the configuration in the Recommendations section. ||
| Note: AI Search needs to be enabled for Offer search and Offer the recommendation you configured options. ||
[Table 2. Proactive setting configuration form]

{#em-behav-recom__table_k2n_lkc_jtb}