Engagement Messenger Search box is missing

Mudugal Akhil · 3 weeks ago

I am trying to configure the engagement messenger. The issue is that in one instance, the search box is not visible.

Attached the image of another instance where the search box is present.

Any ideas on how to fix this issue?

Mudugal Akhil · 2 weeks ago

@keshavg11127329 & @Tanushree Maiti
Thanks for taking the time to answer the query.

Yes, I've raised a case with ServiceNow, and below was the resolution provided.

The ais_ux_bundle plugin failed to properly initialize in the cloned instance. During clone, while plugin metadata and status were copied correctly, the component initialization logic did not fully execute in the target environment.
This caused window.uxf (User Experience Framework) to remain undefined, preventing the dynamic component loader from functioning. When the page attempted to load the search widget via window.uxf.scriptLoader.onDemandComponent(...), the call failed silently and the widget never rendered.

Repaired the ais_ux_bundle plugin in v_plugin table and it resolved the issue . Search bar is now getting displayed on the EM homepage.

View solution in original post

Tanushree Maiti · 3 weeks ago

Hi @Mudugal Akhil

In the instance where Engagement Messenger Search box is missing - You must configure AI Search for the Engagement Messenger before enabling AI Search for an unauthenticated user.

Refer Servicenow Documentation: Enable AI Search in Engagement Messenger for unauthenticated users

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

Mudugal Akhil · 3 weeks ago

Thanks @Tanushree Maiti for the reply,
I have tried the article that you shared, and the issue is still present.

The one having the search box is Dev, and the one without is Test. I checked in Dev for the mentioned widget the public checkbox is false and still the Searchbox is visible.

Tanushree Maiti · 3 weeks ago

Hi @Mudugal Akhil

Try to Clear the Instance cache using cache.do in Navigator and then try.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

Tanushree Maiti · 3 weeks ago

Hi @Mudugal Akhil

If still issue persists, raise a case (Hi-ticket) with your ServiceNow Vendor.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti