--- 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 --- # Proactive Recommendations configuration # Proactive Recommendations configuration for Engagement Messenger {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Proactive Recommendations configuration for Engagement Messenger The Proactive Recommendations feature in Engagement Messenger allows ServiceNow customers to present context-based, real-time suggestions to users, enhancing self-service experiences. This feature requires enabling recommendations within the Engagement Messenger embed code and activating AI Search for full functionality. Show full answer Show less ## Recommendations Configuration This configuration controls how recommendations are displayed within the messenger: * **Enable recommendation:** Toggle to show or hide recommendations. * **Title and Subtitle text:** Customize the heading and introductory text on the recommendations screen. * **Show the search bar:** Option to add a search box allowing users to search content beyond provided recommendations. * **Maximum number of recommendations:** Limit how many recommendations appear at once. * **Link text for additional recommendations:** Text for a link to view more recommendations. * **Link text for Engagement Messenger:** Footer text enabling navigation back to the messenger home page, displayed if AI Search returns no recommendations. ## Proactive Behavior Configuration Settings here define how and when proactive suggestions appear after 30 seconds of user inactivity: * **Type:** Choose the display mode for proactive suggestions or disable it by selecting None. * **Animation:** Select an animation style (Ripple or Bounce) for the launcher icon that signals inactivity. * **Tooltip:** Optionally show a message above the launcher icon with customizable text. * **Offer search:** Configure title, subtitle, and placeholder text for a proactive search widget. * **Offer chat:** Customize title, subtitle, and chat button label for a proactive chat invitation. * **Offer the recommendation you configured:** Proactively present recommendations as configured in the Recommendations section. **Note:** AI Search must be enabled for the "Offer search" and "Offer the recommendation you configured" proactive options to function. The Proactive Recommendations feature enables you to show context-based suggestions in real time and to configure the recommendations experience on Engagement Messenger. Note: To integrate Proactive Recommendations on a web page, you need to enable recommendations in the embed code of Engagement Messenger. {#em-behav-recom__table_opq_wb1__entry__2} | Field | Description | |-|-| | Enable recommendation | Option to show or hide the recommendations. | | Title text | Title of the recommendation screen in the messenger. | | Subtitle text | Helpful text about the recommendations that displays at the top of the recommendations screen. | | Show the search bar | Option to display the search bar on the Recommendation page that enables you to search content in addition to the provided recommendations. | | Maximum number of recommendations | The maximum number of recommendations to be shown on the recommendations screen. | | Link text for additional recommendations | Text for the link that enables the user to view an additional recommendations. | | Link text for Engagement Messenger | Text displayed in the footer of the messenger to enable navigation to the Engagement Messenger home page. Use the [[display text]] format to add a clickable link to messenger. | | * If AI Search does not return any recommendations, then the Engagement Messenger home page is displayed. * You need to enable AI Search to make Recommendations available to users. {#em-behav-recom__ul_u2r_fh4_11c} || [Table 1. Recommendations setting configuration form] {#em-behav-recom__table_opq_wb1} {#em-behav-recom__table_k2n_lkc_jtb__entry__2} | Field | Description | |-|-| | Type | Type of display to show the suggestions proactively on messenger after 30 seconds of inactivity. Select None to disable proactive behavior. | | Choose an animation type | The type of animation for the launcher icon that activates when the user is inactive. * Ripple (like a wave) * Bounce {#em-behav-recom__ul_orr_pkc_jtb} | | Show a tooltip above the icon | Option to show the tooltip message above the launcher icon. | | Tooltip text | The message displayed on the tooltip. | | Offer search || | Title text | Title of the widget that appears when Offer search is selected as the proactive help type. | | Subtitle text | Description of the widget that appears on the widget body and appears below the title text. | | Placeholder text | Placeholder text that appears in the search box. | | Offer chat || | Title text | Title of the widget in the messenger. | | Subtitle text | Description of the widget in the messenger. | | Chat button label | Label of the button that is displayed for the user to start the conversation. | | Offer the recommendation you configured || | Select the Offer the recommendation you configured option to show the knowledge article and catalog items recommendations proactively as per the configuration in the Recommendations section. || | Note: AI Search needs to be enabled for Offer search and Offer the recommendation you configured options. || [Table 2. Proactive setting configuration form] {#em-behav-recom__table_k2n_lkc_jtb}