Configurable Cards feature configuration

  • Release version: Yokohama
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Configurable Cards feature configuration

    The Configurable Cards feature in ServiceNow’s Engagement Messenger allows you to add and customize interactive feature cards that are not available by default. These cards can display content such as portal pages, catalog items, external links, or records from tables, enhancing user engagement directly within the messenger interface.

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    Configuring Feature Cards

    You can configure feature cards in three primary ways:

    • Show a portal page or catalog item: Display cards either as clickable images or with a title and subtitle. Clicking the card opens a portal page or catalog item inside the messenger. Images must meet specific format and size requirements. Access permissions are respected, so cards only appear to users with the necessary rights.
    • Show links to related websites: Add up to five external website links on the messenger home page, optionally with images for each link. This feature can be enabled separately for authenticated and unauthenticated users.
    • Show records from any table: Present records either as a list of links or as interactive cards. You can specify the source table, limit the number of records shown (up to five), and define display fields and detail fields for richer data presentation. Clicking a card can open a portal page with further details. Access control rules are enforced to ensure users only see permitted data.

    Key Configuration Parameters

    • Display Options: Choose between image cards or title/subtitle text cards for visual presentation on the messenger home page.
    • Target Content: Specify portal pages, catalog items, or external links that open within the messenger or in a new tab.
    • User Access Settings: Enable cards for authenticated users, unauthenticated users (guests), or both, based on your organizational requirements.
    • Record Display Customization: Select how records appear, choose display and detail fields, set conditions to filter records, and define page titles for detailed views.

    Practical Benefits for ServiceNow Customers

    • Enhance user experience by integrating customized, actionable content directly within Engagement Messenger.
    • Provide targeted access to catalog items, portal pages, external resources, and dynamic data records tailored to user roles and permissions.
    • Increase engagement and streamline workflows by enabling self-service capabilities through visually intuitive, configurable cards.

    The Configurable Cards feature enables you to add and customize the features in Engagement Messenger that aren’t available by default.

    Table 1. Show a portal page or catalog item configuration form
    Field Description
    Choose how to display the card The type of display for the feature card on the messenger's home page. The available options are:
    • Use an image in a card: Shows a feature card as a clickable image.
    • Use a title and subtitle in a card: Shows a title and subtitle text as a display feature card
    Image An image that appears as a feature card on the messenger's home page and has a portal or catalog link embedded in it.
    The requirements for using images are:
    • Supported formats are .jpg, .png, .bmp, and .gif.
    • Dimensions are a minimum of 120x370px and a maximum of 250x370px.
    Note:
    This field appears only when Use an image in a card is selected from the Choose how to display the card field.
    Use a title and subtitle in a card
    • Title text: Title of the feature widget in the messenger.
    • Subtitle text: Description for the feature widget in the messenger.
    Note:
    This field appears only when Use a title and subtitle in a card is selected from the Choose how to display the card field.
    Page type The type of page that opens when the feature card is clicked.
    • Catalog Item: The catalog item that opens within the messenger when the user clicks on the feature card.
    • Portal Page: The portal page that opens within the messenger when the user clicks on the feature card. You can configure additional parameters to load specific content from the portal page. For more information about embedding portal pages on Engagement Messenger, see Requirements for embedding portal pages in Engagement Messenger.
    Enable for unauthenticated users Option for enabling this feature for guest users who visit the website that hosts the messenger.
    Enable for authenticated users Option for enabling this feature for users who sign in to the website that hosts the messenger.
    Note:
    Engagement Messenger honors access permissions defined for the portal page or catalog item. If the users do not have access, the feature card will not appear on the messenger.
    Figure 1. Use an image in a card
    Configurable cards displaying a list of features you can customize. In this example, the portal page displays an image as a card on the Engagement Messenger home page.
    Figure 2. Use title and subtitle in a card
    Configurable cards displaying a list of features you can customize. In this example, the portal page displays a title and subtitle as a card on the Engagement Messenger home page.
    Table 2. Show links to related websites configuration form
    Field Description
    Title text Title of the feature card in the messenger.
    Show an image for each link Option to display an image along with a link on the messenger's home page.
    Add up to five links Displays external website links on the messenger’s home page.
    Note:
    You can add a maximum of five links.
    Enable for unauthenticated users Option for enabling this feature for guest users who visit the website that hosts the messenger.
    Enable for authenticated users Option for enabling this feature for users who sign in to the website that hosts the messenger.
    Figure 3. Featured links
    Configurable cards displaying a list of features you can customize. In this example, embedded links are added to the Engagement Messenger home page.
    Table 3. Show records from any table form fields
    Field Description
    Choose a way to display records Determines the appearance of records on the messenger.
    • Each record displays as a link: Shows a title and list of records from the selected table on the messenger's home page. It displays up to five records on the messenger home screen.
    • Each record displays as a card: Shows a feature card through which users can access data from the selected table.
    Enable for unauthenticated users Option for enabling this feature for guest users who visit the website that hosts the messenger.
    Enable for authenticated users Option for enabling this feature for users who sign in to the website that hosts the messenger.
    Homepage
    Title text Title of the feature card displayed in the messenger.
    Subtitle text Description for the feature card displayed in the messenger.
    Display of records
    Choose table

    Determines the table that the card displays records from, either on your ServiceNow instance or from a remote third-party source.
    Number of records to show The total records to be shown as links on the messenger's home page. The maximum value is five.
    Note:
    This field is applicable only when Each record displays as a link is selected from the Choose a way to display records field.
    Page title
    Title of the messenger page that appears when a custom feature card is clicked.
    Note:
    This field is applicable only when Each record displays as a card is selected from the Choose a way to display records field.
    Display field The field from the selected table that you want to use as the primary display field.
    Details field The fields to display on the card that represent your data. You can select up to four detail fields.
    Note:
    Applicable only when Each record displays as a card is selected from the Choose a way to display records field.
    Portal page to open The portal page to display when the user selects any link or card.
    Condition for records Condition that restricts the records that appear in a list in the messenger.
    Note:
    Engagement Messenger honors Access Control rules (ACLs) defined for any tables in your ServiceNow instance. If users don’t have access, the feature card doesn't appear on the messenger.
    Figure 4. Record displays as a link
    Configurable cards displaying a list of features you can customize. In this example, you can use multiple form fields to create and show record as link using Mobile phones card.
    Figure 5. Record displays as a card
    Configurable cards displaying a list of features you can customize. In this example, you can use multiple form fields to create and show record as card using Mobile phones card.