Overview
Organizations can leverage the Customer Service Portal to streamline and transform
their self-service strategy. In addition, Engagement Messenger allows organizations to embed
ServiceNow self-service capabilities anywhere on their websites and follow the customer journey and provide service anytime. For example, if a customer is on an e-commerce site and has a question, Engagement Messenger can launch and provide a resolution directly, without requiring a visit to the customer portal.
Business value
- Better customer experience – ensure customers have service at the exact point of need
- Consistent service experience – consistent workflows and information shared across the organization without duplicate effort
- Configure vs Code- Engagement Messenger is a low code/no-code solution - Business users can configure one or more Engagement Messenger modules
- Contextual experience – Engagement messenger also launches contextually based on user flow and data
Key personas
- Customer experience (B2B customers, B2C consumers, constituents, etc)
- Administrator or Business Analyst experience
Features
Engagement Messenger is a low-code/no-code solution. Customers interact online with your organization and access self-service capabilities without leaving their current web experience or online transaction.
By adding Engagement Messenger on their websites, organizations can leverage existing workflows, proven customer service workflows that orchestrate the activities and tasks necessary to fulfill a
customer’s request.
Additionally, Engagement Messenger can be easily branded to match the
organization's colors/design.
Organizations can also configure when and where to launch Engagement Messenger to deliver
targeted service to customers when they actually need it. For example, instead of displaying an
annoying pop-up, even when it’s clear a customer doesn’t need assistance, Engagement
Messenger will only launch a virtual agent or chat at the appropriate time.
Each Engagement Messenger module can be configured to launch one or all of these features:
- Knowledge article search (powered by ServiceNow® AI Search)
- Featured knowledge articles
- Service Catalog Items
- Case Management
- Technician Scheduling
- Appointment Booking and Walk-up
- Virtual Agent (chatbot)
- Now Assist Virtual Agent
- Live Chat
- Asynchronous Chat (ability to chat even when one party is offline)
- Omnichannel Callback
- Configurable Cards
- Proactive Recommendations
- Embed data from any table in the EM
- Deep Linking - Launch a feature using feature links
- Deep Linking - Launch a feature using custom code
- Mobile SDK- Extend the self-service capabilities to native mobile apps
- Get notified about case updates, chat messages, and reminders
- Engagement Messenger for Service Request Playbooks (public sector only)
Install, setup and configure:
Related links:
- ServiceNow University - Engagement Messenger Overview (3 hours)
- Implementation guide
- Documentation - Install Engagement Messenger
- Documentation - Setup Engagement Messenger
- Documentation - Configure Engagement Messenger
FAQ's
Q: How many engagement messenger modules can an admin configure?
A: An admin can configure one or more engagement messenger modules
Q: Can Engagement Messenger be accessed on a mobile device?
A: Yes
Q: Which ServiceNow Customer Service Management release & license is Engagement
Messenger available under?
A: Engagement Messenger was introduced in the Quebec release and is available with the CSM
Standard license.
Q: If Virtual Agent chat is not loading properly in Engagement Messenger when being accessed
through Safari (Mac or iOS), how do I resolve this?
A: Please see the troubleshooting steps Enable loading of Virtual Agent chat support in
Engagement Messenger.
Q: Does Engagement Messenger have localized languages?
A: Yes
#Engagement Messenger
