Description
Configure a new custom URL to enable Engagement Messenger on Safari (Mac and iOS) to fix the loading issue of Virtual Agent chat support in Engagement Messenger when ‘Prevent cross-site tracking’ is enabled.
Release or Environment
Not Applicable
Resolution
Activate the Custom URL [com.snc.customurl] plugin. For more information, see Activate custom URLs.
Note: Before creating a custom URL, ensure to add a CNAME record to your website domain’s DNS records where EM is embedded and set it as your ServiceNow instance URL.
Example:
For example, in the name server for acme.com, you might create an entry: support.acme.com 300 IN CNAME acme.service-now.com
where acme.service-now.com is the ServiceNow instance and acme.com is your website in which Engagement Messenger is embedded. support.acme.com is referred to as custom URL.
- Navigate to Custom URL > Custom URLs and click New to create a new custom URL.
- In the domain name field, enter the CNAME record (support.acme.com) that you have set as the ServiceNow instance URL.
- Click Create.
Note: The new custom URL takes six hours or less for activation.
- In a text editor, open the HTML file of the web page on your website where you embed Engagement Messenger.
- In the code, replace the ServiceNow URL with the custom URL (support.acme.com)
Documentation links:
Set a custom URL as the instance URL
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0820070
Associating custom URLs to your instance
