---
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


---

# Set up Engagement Messenger

# Set up Engagement Messenger {#ariaid-title1}

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

Understand the stages involved in setting up Engagement Messenger before
you add it to your customer service web portal.

After you install the Engagement Messenger application in your instance, you're ready to configure it. You can also watch the [academy video](https://www.youtube.com/watch?v=uViv-3bcg3k&list=PLkGSnjw5y2U79gjQuQW-2GBqzEccwFkWH&index=20) to understand the overall functionality of Engagement Messenger.  
The configuration process involves the following tasks:

1. [Install the Engagement Messenger application](https://servicenow-prod.fluidtopics.net/kRVqRgB~AyI7jTijI16yGQ "Install the Engagement Messenger application from the ServiceNow Store if you have the admin role.") from the ServiceNow® Store.
2. Create Engagement Messenger module.
   * Configure the theme and styling of how Engagement Messenger appears to your customers
   * Configure how Engagement Messenger behaves when your customer uses it
   * Configure how Engagement Messenger works for your customers

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   For more information, see [Configure Engagement Messenger](https://servicenow-prod.fluidtopics.net/Z8NYge~9313OqKLvvRrQdw "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.").
3. Create identity providers to enable an authenticated user experience. See [Create an identity provider (IdP) for Engagement Messenger](https://servicenow-prod.fluidtopics.net/W1kZawx_RObr~_culTRRSg "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.").

   If you want to enable only a guest user experience for your customer service portal, you can ignore this step and move on to step
   4.
4. Create cross-origin resource sharing (CORS) rules for the REST API. See [Configure a CORS rule for Engagement Messenger](https://servicenow-prod.fluidtopics.net/zITMe1zR2OkRvp~lKgMNvA "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.").
5. Add HTTP response headers for your Engagement Messenger. See [Create HTTP response headers for Engagement Messenger](https://servicenow-prod.fluidtopics.net/LugFv5PFnGGWnpPYaNDZHQ "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.").
6. Configure the system properties to enable virtual agent chat, multi-provider SSO, and to set a user session time-out value. For more information, see [Engagement Messenger properties](https://servicenow-prod.fluidtopics.net/8J8V4PGfzwVhv7PjVWj6IQ "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.").
7. Configure a custom URL to load Engagement Messenger on third-party websites. For more information, see [Enable Engagement Messenger on a website when third-party application cookies are blocked](https://servicenow-prod.fluidtopics.net/t42RqARp~0JpgWAUpKgecg "Configure a custom URL for the ServiceNow instance that helps prevent web browsers from blocking Engagement Messenger when cross-origin iframes and third-party cookies are blocked.").
8. Configure the deep linking feature to launch a specified feature in Engagement Messenger. For more information, see [Deep linking feature in Engagement Messenger](https://servicenow-prod.fluidtopics.net/aBIfTizNkHHIhOcWI1CL8g "Set a workflow as a default launch screen in Engagement Messenger either using custom code or a parameterized URL.").
9. [Activate an Engagement Messenger module](https://servicenow-prod.fluidtopics.net/~LXAQTYZx74VhcBt1T7tZA "Activate the Engagement Messenger module that you configured so that you can embed it in your website.").
10. [Embed Engagement Messenger in your web application](https://servicenow-prod.fluidtopics.net/0p_JStBvp9LCIfQ6GQWDPg "Embed the source code of the messenger module that you configured in your website so that you can enable your customers to start using Engagement Messenger in your website.").
11. Embed messenger in your native iOS mobile app using Now Mobile® SDK. For information, see the [Embed Engagement Messenger in a native iOS app using Now Mobile SDK \[KB1587276\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB1587276) article in the Now Support Knowledge Base.
12. Embed messenger in your native android mobile app using Now Mobile® SDK. For more information, see the [Embed Engagement Messenger in a native android app using Now Mobile SDK \[KB1587611\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB1587611) article in the Now Support Knowledge Base.
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