Now Assist for CSM in Engagement Messenger

[FernandoCastro]

Definition

Engagement Messenger brings Now Assist for CSM directly into your branded external-facing web apps, portals, and mobile experiences. It allows customers to interact with generative features like Virtual Agent, AI Search, Q&A generation, and Suggested Answers without logging in or navigating away from their workflow.

This real-time messenger can trigger agentic workflows, assist with case creation, recommend catalog items or knowledge articles, and connect users to a live agent when needed. It supports authenticated and unauthenticated sessions and is highly configurable in terms of branding, layout, and capabilities.

Key Capabilities

• Easy to Configure

• Mobile SDK

• Omni-channel Callback

Implementation

Exploring Engagement Messenger

Configuring Engagement Messenger

Frequently Asked Questions (FAQs)

1. What is Engagement Messenger and why use it with Now Assist?

Engagement Messenger is a lightweight, embeddable widget that brings Now Assist capabilities like Virtual Agent, generative Q&A, and Suggested Answers into any web or mobile experience. It offers seamless customer service touchpoints outside of the traditional portal interface.

2. What Now Assist features are available in Messenger?

Customers can access:

• Virtual Agent with generative AI and agentic flows

• AI Search with semantic and conversational Q&A

• Suggested Answers based on case context

• Live agent transfer with full context and history

3. Can it handle unauthenticated users?

Yes. You can configure unauthenticated sessions with basic identification and routing. For more advanced workflows, use pre-chat flows to capture needed details before launching a conversation or suggesting content.

4. What are the integration points with case management?

Messenger can be configured to trigger case creation from chat, suggest catalog items, or escalate to agents. All interaction records can be tied to a case record, complete with transcript and potential summarization for agents

5. Can it initiate agentic workflows behind the scenes?

Yes. When a customer submits a request through Messenger, the system can trigger agentic flows like case triage, document analysis, or data validation using the Skill Kit and Agent Orchestrator framework.

6. How is the user experience different from the portal form?

Messenger provides an in-line, chat-first experience that’s ideal for modern web and mobile UIs. It avoids form fatigue by guiding users with conversational prompts and AI-generated responses, often resolving issues faster than traditional forms.

7. How customizable is Messenger?

You can control visual style, placement, branding, language, and capabilities. You can also define business hours, fallback behavior, and escalation rules for live agent routing.

8. Can I track performance and tune behavior?

Yes. Use Performance Analytics to measure success and Now Assist Analytics to view session data, AI metrics and patterns. This helps refine both the interface and underlying content.

9. Does Messenger work with third-party apps?

Yes. Engagement Messenger can be embedded into third-party front ends, including custom portals and external web apps, with support for REST APIs and event triggers.

10. What skills or flows should I prioritize for Messenger?

Start with common intents like password resets, order status, address updates, and how-to guidance. Pair these with agentic flows to maximize containment while reducing the load on human agents.