---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Default behavior of Engagement Messenger

# Configure the default behavior of Engagement Messenger {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure the default behavior of Engagement Messenger to set the
default settings for Notification, Recommendations, and Proactive.

## Before you begin

[Configure Engagement Messenger](https://www.servicenow.com/docs/4v4hgCwNWlWIyqL3LFJ4FA "Create a Engagement Messenger module and configure its behavior, appearance, and styling. By creating a messenger module, you can customize the appearance and behavior according to your organizational branding and to suit your customer needs.").

[Use Engagement Messenger embed Code to integrate proactive recommendations on a web page](https://www.servicenow.com/docs/haW~uJouYg7MkToneI_5Lg "Modify the embed code of Engagement Messenger to enable recommendations and pass the search query for recommendations based on AI Search.").

Role required: sn_csm_ec.ec_admin

## Procedure

1. Navigate to AllEngagement MessengerModules.
2. Select the Engagement Messenger module you want to install on your website.
3. In the Edit module column, select Edit.
4. In the Configure Engagement Messenger module, select the Behavior tab.
5. In the Behavior tab, configure the Recommendations and Proactive settings to define the Engagement Messenger functions.  
   For more information, see [Proactive Recommendations configuration for Engagement Messenger](https://www.servicenow.com/docs/kayq7MYSeYAbbyZJg3TzKg "The Proactive Recommendations feature enables you to show context-based suggestions in real time and to configure the recommendations experience on Engagement Messenger.").  
   Note:  
   For information about how to customize the Notification behavior, see [Configure Engagement Messenger](https://www.servicenow.com/docs/4v4hgCwNWlWIyqL3LFJ4FA "Create a Engagement Messenger module and configure its behavior, appearance, and styling. By creating a messenger module, you can customize the appearance and behavior according to your organizational branding and to suit your customer needs.").
6. Select Save.

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