Engagement Messenger Customization

[Glenn Dale Jaur]

Hi All,

I would like to know if there is a way to fully customize the existing engagement messenger module. The guided setup only offers limited customization. Is there a way for me to create my own theme and build the chat appearance from the ground up?

Hoping to hear your thoughts on this.

Thanks.

[Community Alums]

Hi @Glenn Dale Jaurigue ,

Customizations are indeed limited for engagement messenger module, however you can go through this doc to learn more :

https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-...

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[Glenn Dale Jaur]

Hi Sandeep, Thanks for your response. So there currently is no way to modify it even through scripting/coding or custom widgets?

[Community Alums · Accepted solution]

Hi @Glenn Dale Jaurigue ,

You can , but very limited !! as customizations are not recommended .

But you can check a few customizations in these articles:

https://community.servicenow.com/community?id=community_blog&sys_id=1616f3dbdbbbf850382a826305961943

https://community.servicenow.com/community?id=community_article&sys_id=b1a1d142db954110e2adc22305961...

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[Community Alums]

Hi @Glenn Dale Jaurigue ,

Glad to see my answer helped you, Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep