Components installed with Engagement Messenger

  • Release version: Zurich
  • Updated July 31, 2025
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    Summary of Components installed with Engagement Messenger

    Activating the Engagement Messenger application in ServiceNow installs several key components including user roles, tables, system properties, and plugins. These components enable configuration, management, and operation of the Engagement Messenger modules, which provide embedded messaging capabilities for customer service interactions.

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    Roles Installed

    • Engagement Messenger admin [sncsmec.ecadmin]: Allows users to create and edit configurations for Embedded Messenger modules. This role includes several system roles such as sncsmec.ecread, virtualagentadmin, imageadmin, and others to support full administrative capabilities.
    • Engagement Messenger read [sncsmec.ecread]: Grants view-only access to existing configurations for Embedded Messenger modules. This role is intended solely for internal users.

    Tables Installed

    The activation adds multiple tables to store configurations and feature data for the Engagement Messenger modules:

    • Chat Feature Instance [sncsmecchatinstance]: Stores configuration details specific to the chat feature.
    • Engagement Messenger Module [sncsmecengmntcentermodule]: Maintains the list of all messenger modules.
    • Feature [sncsmecfeature] and Feature Instance [sncsmecfeatureinstance]: Store feature definitions and their instantiated details.
    • Feature-specific tables for Greeting, Knowledge, and Search features store their respective configuration details.

    System Properties Installed

    Several system properties are configured to control security, authentication, session management, and integration behaviors:

    • com.glide.cs.embed.cspframeancestors: Defines the Content Security Policy for frame ancestors hosting Engagement Messenger. Must be set post Glide Virtual Agent plugin activation to include your website URL.
    • glide.authenticate.multisso.enabled: Enables multiple provider Single Sign-On when set to true. Not required if only guest user experience is needed.
    • glide.ui.sessiontimeout: Sets user session timeout duration, which should be aligned with your website timeout. Can be ignored for guest-only experiences.
    • sncustomerservice.emails.customportal: Specifies the URL of a third-party customer support portal to ensure email notifications link customers directly to their request records.
    • sncsmec.proactiveinactivitytime: Defines the inactivity period in seconds to trigger proactive help in Engagement Messenger.
    • glide.knowman.serviceportal.usenumberedurl: Lists service portal records to display article links with numbered URLs instead of syskbid parameters.

    Plugins Installed

    • Customer Service (com.sncustomerservice): Provides core customer service capabilities required by Engagement Messenger.
    • Integration - Multiple Provider Single Sign-On Installer (com.snc.integration.sso.multi.installer): Supports multiple SSO provider integration for authentication.

    Practical Considerations for ServiceNow Customers

    • Assign administrative and read roles carefully to ensure appropriate access levels for internal users managing Engagement Messenger configurations.
    • Configure system properties based on your deployment needs, especially CSP frame ancestors, session timeouts, and SSO settings to maintain security and usability.
    • Leverage the installed tables to manage and customize the Engagement Messenger features according to your customer service requirements.
    • Use the custom portal URL property to maintain seamless navigation for customers between notification emails and your support portal.

    Several types of components are installed with activation of the Engagement Messenger application, including plugins, tables, and user roles.

    Roles installed

    Table 1. Roles installed with the activation of the Engagement Messenger application
    Role title [name] Description Contains roles
    Engagement Messenger admin

    [sn_csm_ec.ec_admin]

    		 Creates and edits configurations for Embedded Messenger modules
    • sn_csm_ec.ec_read
    • snc_platform_rest_api_access
    • virtual_agent_admin
    • image_admin
    • sp_admin
    • ais_admin
    • catalog_builder_editor
    Engagement Messenger read

    [sn_csm_ec.ec_read]

    		 Can view existing configurations for Embedded Messenger modules
    Note:
    This role should only be assigned to internal users.
    		 None

    Tables installed

    Table 2. Tables added with the activation of the Engagement Messenger application
    Table Description
    Chat Feature Instance

    [sn_csm_ec_chat_instance]

    		 Stores configuration details of the Chat feature of the messenger modules.
    Engagement Messenger Module

    [sn_csm_ec_engmnt_center_module]

    		 Stores the list of all messenger modules.
    Feature

    [sn_csm_ec_feature]

    		 Stores the feature definitions for the messenger.

    Every feature instance of a messenger module is created from its feature definition.
    Feature Instance

    [sn_csm_ec_feature_instance]

    		 Stores the details of feature instances of the messenger module.
    Greeting Feature Instance

    [sn_csm_ec_greeting_instance]

    		 Stores configuration details of the Greeting feature of the messenger modules.
    Knowledge Feature Instance

    [sn_csm_ec_knowledge_instance]

    		 Stores configuration details of the Knowledge feature of the messenger modules.
    Search Feature Instance

    [sn_csm_ec_search_instance]

    		 Stores configuration details of the Search feature of the messenger modules.

    Properties installed with Engagement Messenger

    Table 3. Engagement Messenger properties
    Property Description
    com.glide.cs.embed.csp_frame_ancestors After activating the Glide Virtual Agent plugin (com.glide.cs.chatbot), you must use the com.glide.cs.embed.csp_frame_ancestors system property to enable the configuration of the frame-ancestors policy for the website where you want to host Engagement Messenger.

    Set the value of the com.glide.cs.embed.csp_frame_ancestors system property 'self' <your website URL>. For example, 'self' https://www.example.com

    • Type: string
    • Value: self
    • Location: System Properties
    glide.authenticate.multisso.enabled Set the glide.authenticate.multisso.enabled system property to true to enable multiple provider SSO.
    • Type: true | false
    • Value: self
    • Location: System Properties
    Note:
    If you want to enable only a guest user experience for your customer service portal, you can ignore this configuration.
    User session time-out glide.ui.session_timeout Set a user session timeout value for the glide.ui.session_timeout system property to a value that is greater than or equal to your website time-out.
    • Type: integer
    • Value: 30
    • Location: System Properties
    Note:
    If you want to enable only a guest user experience for your customer service portal, you can ignore this configuration.
    sn_customerservice.emails.customportal

    Set the URL of your third-party customer support portal so that the notification emails that your customers get contain URLs that redirect them to the exact request record that they submitted.

    These notification emails are sent in scenarios such as submitting a case, requesting a service, requesting a field technician, or booking a walk-up appointment.

    • Type: string
    • Value: None
    • Location: System Properties
    For example, if your customer support portal is https://www.example.com/support, then set the property value to https://www.example.com/support.
    sn_csm_ec.proactive_inactivity_time Set the inactive period (in seconds) to trigger proactive help in Engagement Messenger.
    • Type: integer
    • Value: 2
    • Location: System Properties
    glide.knowman.serviceportal.use_numbered_url The property contains a comma-separated list of service portal record sys_ids. For any portal record specified in this property, the article link will be displayed with the sysparm_number URL parameter instead of sys_kb_id.
    • Type: string
    • Value: None
    • Location: System Properties

    Plugins installed

    • Customer Service (com.sn_customerservice)
    • Integration - Multiple Provider Single Sign-On Installer (com.snc.integration.sso.multi.installer)