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Ingest data on Engagement Messenger - Get logged in user in VA embedded external site

Vinicius Luz
Tera Expert

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! 🙏

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