---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management
Release :
- yokohama
ft:locale :
- en-US
ft:publication_title :
- Yokohama Customer Service Management
ft:clusterId :
- csm
bundleId :
- csm
workflow :
- Customer and Industry
---
# Components installed with Engagement Messenger
# Components installed with Engagement Messenger {#ariaid-title1}
Release version: Yokohama
Updated January 30, 2025
 2 minutes to read
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## Summary of Components installed with Engagement Messenger
Activating the Engagement Messenger application in ServiceNow installs various components essential for configuring and operating the messenger modules.
These components include specific user roles, database tables, system properties, and related plugins that collectively enable seamless customer engagement through embedded chat and messaging features.
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## Roles Installed
* **Engagement Messenger admin \[sncsmec.ecadmin\]**: This role allows users to create and edit configurations for Embedded Messenger modules. It includes additional roles such as API access, virtual agent administration, image administration, service portal administration, AI services, and catalog editing.
* **Engagement Messenger read \[sncsmec.ecread\]**: This role permits viewing of existing configurations but is intended only for internal users and does not contain additional roles.
## Tables Installed
The activation adds several tables that store configuration and instance data for different messenger features:
* **Chat Feature Instance \[sncsmecchatinstance\]**: Stores configuration details of the chat feature.
* **Engagement Messenger Module \[sncsmecengmntcentermodule\]**: Contains the list of all messenger modules.
* **Feature \[sncsmecfeature\]**: Holds feature definitions used to create feature instances.
* **Feature Instance \[sncsmecfeatureinstance\]**: Stores details of feature instances.
* **Greeting Feature Instance \[sncsmecgreetinginstance\]**: Stores greeting feature configurations.
* **Knowledge Feature Instance \[sncsmecknowledgeinstance\]**: Stores knowledge feature configurations.
* **Search Feature Instance \[sncsmecsearchinstance\]**: Stores search feature configurations.
## Key System Properties
Several system properties are installed or must be configured to optimize the Engagement Messenger experience:
* **com.glide.cs.embed.cspframeancestors**: Controls the Content Security Policy frame-ancestors setting for hosting the messenger on specific websites; requires the Glide Virtual Agent plugin to be active.
* **glide.authenticate.multisso.enabled**: Enables multiple provider Single Sign-On (SSO); set to true if multiple SSO providers are needed.
* **glide.ui.sessiontimeout**: Defines user session timeout duration; should be set to match or exceed the hosting website's timeout.
* **sncustomerservice.emails.customportal**: Specifies the URL of a third-party customer support portal to include accurate links in notification emails sent to customers.
* **sncsmec.proactiveinactivitytime**: Sets the inactivity period (in seconds) after which proactive help is triggered in Engagement Messenger.
* **glide.knowman.serviceportal.usenumberedurl**: Lists service portal record IDs where article links use a numbered URL parameter instead of syskbid.
## Plugins Installed
* **Customer Service (com.sncustomerservice)**
* **Integration - Multiple Provider Single Sign-On Installer (com.snc.integration.sso.multi.installer)**
## Practical Implications for ServiceNow Customers
By understanding the roles, tables, properties, and plugins installed with Engagement Messenger, ServiceNow customers can effectively configure and manage embedded messaging features. Assign appropriate roles to administrators and internal users, configure system properties to align with security and session requirements, and leverage the installed tables for advanced customization and reporting. Additionally, enabling multi-provider SSO and configuring customer portal URLs ensures a seamless and secure user experience for both agents and customers.
Several types of components are installed with activation of the Engagement Messenger application, including plugins, tables, and user
roles.
## Roles installed {#installed-with-engagement-messenger__section_wly_yyh_wdb}
{#installed-with-engagement-messenger__table_u1t_gb1_wdb__entry__3}
| Role title \[name\] | Description | Contains roles |
|-|-|-|
| Engagement Messenger admin \[sn_csm_ec.ec_admin\] | Creates and edits configurations for Embedded Messenger modules | * sn_csm_ec.ec_read * snc_platform_rest_api_access * virtual_agent_admin * image_admin * sp_admin * ais_admin * catalog_builder_editor {#installed-with-engagement-messenger__ul_spq_51j_h4b} |
| Engagement Messenger read \[sn_csm_ec.ec_read\] | Can view existing configurations for Embedded Messenger modules Note: This role should only be assigned to internal users. | None |
[Table 1. Roles installed with the activation of the Engagement Messenger application]
{#installed-with-engagement-messenger__table_u1t_gb1_wdb}
## Tables installed {#installed-with-engagement-messenger__section_s1x_dzh_wdb}
{#installed-with-engagement-messenger__table_fbz_45z_vdb__entry__2}
| Table | Description |
|-|-|
| Chat Feature Instance \[sn_csm_ec_chat_instance\] | Stores configuration details of the Chat feature of the messenger modules. |
| Engagement Messenger Module \[sn_csm_ec_engmnt_center_module\] | Stores the list of all messenger modules. |
| Feature \[sn_csm_ec_feature\] | Stores the feature definitions for the messenger. Every feature instance of a messenger module is created from its feature definition. |
| Feature Instance \[sn_csm_ec_feature_instance\] | Stores the details of feature instances of the messenger module. |
| Greeting Feature Instance \[sn_csm_ec_greeting_instance\] | Stores configuration details of the Greeting feature of the messenger modules. |
| Knowledge Feature Instance \[sn_csm_ec_knowledge_instance\] | Stores configuration details of the Knowledge feature of the messenger modules. |
| Search Feature Instance \[sn_csm_ec_search_instance\] | Stores configuration details of the Search feature of the messenger modules. |
[Table 2. Tables added with the activation of the Engagement Messenger application]
{#installed-with-engagement-messenger__table_fbz_45z_vdb}
## Properties installed with Engagement Messenger {#installed-with-engagement-messenger__section_avf_xc4_pwb}
{#installed-with-engagement-messenger__table_qbv_3d4_pwb__entry__2}
| Property | Description |
|-|-|
| com.glide.cs.embed.csp_frame_ancestors | After activating the Glide Virtual Agent plugin (com.glide.cs.chatbot), you must use the com.glide.cs.embed.csp_frame_ancestors system property to enable the configuration of the frame-ancestors policy for the website where you want to host Engagement Messenger. Set the value of the com.glide.cs.embed.csp_frame_ancestors system property 'self' \<your website URL\>. For example, 'self' https://www.example.com * Type: string * Value: self * Location: System Properties {#installed-with-engagement-messenger__ul_thy_m44_pwb} |
| glide.authenticate.multisso.enabled | Set the glide.authenticate.multisso.enabled system property to true to enable multiple provider SSO. * Type: true \| false * Value: self * Location: System Properties {#installed-with-engagement-messenger__ul_zj2_fp4_pwb} Note: If you want to enable only a guest user experience for your customer service portal, you can ignore this configuration. |
| User session time-out glide.ui.session_timeout | Set a user session timeout value for the glide.ui.session_timeout system property to a value that is greater than or equal to your website time-out. * Type: integer * Value: 30 * Location: System Properties {#installed-with-engagement-messenger__ul_gbm_3q4_pwb} Note: If you want to enable only a guest user experience for your customer service portal, you can ignore this configuration. |
| sn_customerservice.emails.customportal | Set the URL of your third-party customer support portal so that the notification emails that your customers get contain URLs that redirect them to the exact request record that they submitted. These notification emails are sent in scenarios such as submitting a case, requesting a service, requesting a field technician, or booking a walk-up appointment. * Type: string * Value: None * Location: System Properties {#installed-with-engagement-messenger__ul_pp5_ps4_pwb}For example, if your customer support portal is https://www.example.com/support, then set the property value to https://www.example.com/support. |
| sn_csm_ec.proactive_inactivity_time | Set the inactive period (in seconds) to trigger proactive help in Engagement Messenger. * Type: integer * Value: 2 * Location: System Properties {#installed-with-engagement-messenger__ul_st3_vw4_pwb} |
| glide.knowman.serviceportal.use_numbered_url | The property contains a comma-separated list of service portal record sys_ids. For any portal record specified in this property, the article link will be displayed with the sysparm_number URL parameter instead of sys_kb_id. * Type: string * Value: None * Location: System Properties {#installed-with-engagement-messenger__ul_fjd_n1p_pwb} |
[Table 3. Engagement Messenger properties]
{#installed-with-engagement-messenger__table_qbv_3d4_pwb}
## Plugins installed {#installed-with-engagement-messenger__section_y2b_mtg_g4b}
* Customer Service (com.sn_customerservice)
* Integration - Multiple Provider Single Sign-On Installer (com.snc.integration.sso.multi.installer)
{#installed-with-engagement-messenger__ul_zfv_cxg_g4b}