Customization of Engagement messengers tooltips

[andrew1986]

Hi, 

We are looking at trying to customize our Engagement messenger, we have a few different problems. 

1. I see in the JavaScript presented for engagement messenger, that it looks like the Tooltip for the open of the messenger are customizable, but I can't find anywhere within the ServiceNow platform to update these values.
   scripts/sn_csm_ec.js?v=5.3.1 has the following
   

   LAUNCHER_ICON_TOOLTIP = data.result.launcher_icon_tooltip || LAUNCHER_ICON_TOOLTIP;

   seems to try to pull it from the API 
   api/sn_csm_ec/engagement_center_api/modules/ based on the module config.
   but i can't find anything in the module config that allows me to change the tooltip, plenty of items allow me to change colors and other values returned by the API, but not the tooltip.
   We want to look at changing the test from "Launch the Messenger" to something else.
2. If possible, (again, i can't find anywhere to customize this), we want a custom table with additional fields for "interactions" through the virtual chat, currently i can't find any way to customize the table used. 
3. We want to be able to identify the user using the Engagement messenger, and pass this across to the "start a chat" virtual agent / live agent integration, currently it looks like SAML / OIDC authentication into ServiceNow itself is the way to do this, but there's no real documentation on how to implement the functionality required in the embedded code, on top of which.

Any guidance would be appreciated.