Engagement Messenger release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Engagement Messenger release notes

    ServiceNow Engagement Messenger extends customer self-service capabilities by integrating customer support within third-party websites and mobile apps. It offers a no- or low-code configuration to deliver a seamless, in-context experience enabling customers to access services, browse catalogs, create tickets, and interact with support efficiently. The application centralizes management of the end-to-end self-service experience inside ServiceNow for streamlined deployment across customer-facing channels.

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    Key Features

    • Accessibility Improvements: Version 5.13.1 introduces support for reflow, allowing content zoom up to 400% without loss of functionality, enhancing usability for users with low vision and multi-device environments.
    • Security Enhancements: Several releases, including 5.13.1, 5.12.1, and 5.11.0, focus on security improvements to protect customer interactions.
    • Virtual Agent Integration: Version 5.9.0 enabled Now Assist integration with Virtual Agent chat support within Engagement Messenger.
    • Mobile SDK Support: Version 5.6.0 added the ability to embed Engagement Messenger into native Android and iOS apps, extending self-service to mobile platforms.
    • Notification and Content Features: Email notifications for unread messages (5.4.0), remote table support for displaying third-party data, and proactive recommendations based on AI search (5.0.0) enhance user engagement and information delivery.
    • Localization and Customization: Locale support to match parent website language, customizable chat features, and configurable UI elements improve user experience and branding consistency.
    • Asynchronous Chat: Persistent conversations regardless of availability were added in version 4.0.0, improving communication continuity between agents and customers.
    • Action Initiation and Workflow Integration: Ability to initiate actions such as case creation and knowledge viewing, and passing context from external sites to trigger workflows simplify user interactions and backend processes.

    Key Outcomes

    • Customers benefit from an accessible, secure, and versatile messaging experience embedded directly in their preferred portals or mobile apps.
    • ServiceNow users can centrally configure and manage the customer engagement experience, reducing complexity and accelerating deployment.
    • Enhanced self-service capabilities and proactive recommendations help customers resolve issues faster and reduce support load.
    • Integration with Virtual Agent and asynchronous chat ensures continuous, intelligent support tailored to customer needs.
    • Localization and UI customization allow organizations to deliver personalized and consistent brand experiences across channels.

    Version history for the Customer Service Management Engagement Messenger on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 5.13.1 - June 2026
    • New: Security enhancements
    • Changed: CSM Engagement Messenger now supports reflow, allowing content to be zoomed up to 400% in a browser without loss of content or functionality. Page layouts automatically transform into a vertical, stacked view at 400% zoom. This update benefits users with low vision and those working across varied devices and environments.
    • Fixed: Functional and accessibility issues
    Version 5.12.2 - March 2026
    Fixed: Fixed UI and functional bugs.
    Version 5.12.1 - January 2026
    Security enhancement.
    Version 5.11.0 - December 2025
    Fixed: Security bug fixes
    Version 5.10.1 - September 2025
    Bug fixes.
    Version 5.10.0 - August 2025
    Bug fixes.
    Version 5.9.0 - May 2025
    New: The Now Assist in Virtual Agent chat support is enabled in Engagement Messenger.
    Version 5.8.1 - November 2024
    Bug fixes.
    Version 5.7.3 - August 2024
    Bug fixes.
    Version 5.7.1 - July 2024
    Bug fixes.
    Version 5.7.0 - May 2024
    Bug fixes.
    Version 5.5.5 - April 2024
    Bug fixes.
    Version 5.5.3 - March 2024
    Bug fixes.
    Version 5.6.0 - February 2024
    • Extend the self-service capabilities to your native mobile apps (Android and iOS) by embedding Engagement Messenger using mobile software development kit (SDK).
    • Bug fixes.
    Version 5.5.1 - January 2024
    Fixes.
    Version 5.5.0 - November 2023
    Fixes.
    Version 5.4.0 - August 2023
    • Added ability to send email notification for unread messages.
    • Enabled remote table support in the Configurable Cards feature to display records from third-party sources.
    Version 5.3.1 - June 2023
    Bug fixes.
    Version 5.3.0 - May 2023
    Bug fixes.
    Version 5.2.2 - March 2023
    Bug fixes.
    Version 5.2.0 - February 2023
    Bug fixes.
    Version 5.1.2 - September 2022
    Bug fixes.
    Version 5.1.0 - August 2022
    • New:
      • Added locale support to display Engagement Messenger in the language of the parent website
      • Smart links support to make knowledge, catalog, and case links shared through VA compatible with Engagement Messenger
    • Changed:
      • Added support to notify a user when they try to switch chats during an active conversation
      • Added the ability to edit name of a custom feature added to Engagement Messenger
      • Added support to delete custom features added to Engagement Messenger
      • Added support to show knowledge article link as a KB number
    • Fixes
    Version 5.0.2 - June 2022
    Fixed: Includes fixes to address issues.
    Version 5.0.0 - May 2022
    • New:
      • Support for Next Experience UI in the guided configuration view, in the San Diego release
      • Added Proactive Recommendations functionality to receive and display proactive knowledge articles or service catalog recommendations based on AI search
      • Added ability to view data from any ServiceNow table
      • Added ability to open a portal page and also add a list of links
    • Fixes
    Version 4.0.1 - February 2022
    Bug fixes.
    Version 4.0.0 - December 2021
    • New:
      • Added asynchronous chat support to enable persistent conversation between the agent and the customer regardless of their availability
      • Added functionality to customise the icons and hyperlinks colours in Engagement Messenger
      • Added ability to configure the message to be shown in Engagement Messenger when the chat is offline
      • Added support to include hyperlinks within the greeting message to make it easier to access information
    Version 3.1.1 - August 2021
    • New:
      • Added functionality to initiate specific actions like create a case, view knowledge, and so on
      • Added support to pass context from an external website to launch workflows such as initiate product-specific chat
      • Flexibility to launch Engagement Messenger using custom buttons and URL parameters. Introduced default translations for Engagement Messenger to support multiple languages
    • Fixed: Fixed bugs to resolve known issues and to improve overall user experience
    Version 3.0.3 - March 2021
    • New:
      • Book an appointment for walk-up to support centers
      • Request a field service appointment
    Version 1.0.0 - January 2021
    • New:
      • Engagement Messenger configuration
        • Configure your Engagement Messenger module using guided configuration
        • Review your configuration using the live preview functionality with views for both guest and authenticated users
        • Enable collecting user behavior analytics from Engagement Messenger on your third-party website
        • Configure the behavior for the new Catalog feature
        • Share the source code of your Engagement Messenger configuration to others via an email Engagement Messenger user experience
        • Consumers can now browse through different catalogs and create tickets from predefined catalogs
    Version 1.0.0 - January 2021

    • ServiceNow® Engagement Messenger seamlessly extends the ServiceNow customer self-service experience to third-party portals.

      • It provides an in-context experience on existing websites or mobile websites for customers to access services.
      • It allows the integration of customer support capabilities via no or low code configuration.
      • It goes beyond single widgets to provide a pre-packaged set of capabilities, empowering customers to resolve issues faster.

      ServiceNow users can now manage the end-to-end user self-service experience in one central location, from within ServiceNow, and deploy that experience where it’s most convenient for their end-customers.