Hi everyone, 👋
Has anyone here implemented the Engagement Messenger (the embedded Virtual Agent / Agent Chat interface) on an external website?
I’m trying to understand the best way to pass metadata from the external site into the chat session — for example:
- Logged-in user ID
- Email address
- Account or context information
Basically, I’d like the chat session in ServiceNow to automatically know who the user is, without asking them to re-enter their details.
If you’ve done something similar, how did you approach it?
✅ Through the Web Client SDK configuration?
✅ By passing parameters to the Messenger initialization?
✅ Or maybe through a custom integration layer (like a Service Portal proxy)?
Any guidance, examples, or best practices would be greatly appreciated! 🙏
