Engagement Messenger Customization

Glenn Dale Jaur · ‎06-21-2022

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 · ‎06-21-2022

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

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Ratnakar7 · ‎01-13-2023

Hi @Glenn Dale Jaur ,

The existing engagement messenger module is using the Theme called "CWF Engagement Messenger Theme", you can create a new sp_theme and associate the same in Appearance section Engagement Messenger module.

https://your_instance.service-now.com/sp_theme.do?sys_id=f2c5a93d53ae5010be19ddeeff7b125c&sysparm_view=

Additionally, you can change the Branding settings with sys_cs_branding_setup form.

https://your_instance.service-now.com/sys_cs_branding_setup.do?sys_id=f49ab669531333009686ddeeff7b127d

Mark this as Helpful / Accept the Solution if this answer your question.