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

    Engagement Messenger is a ServiceNow application that extends customer self-service capabilities to third-party websites and mobile apps, enabling seamless access to support services. It supports no or low code configuration for easy integration and allows ServiceNow users to centrally manage the entire self-service experience. The application continuously evolves to improve usability, accessibility, security, and functionality, ensuring faster issue resolution for customers.

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    Key Features

    • Accessibility Enhancements: Version 5.13.1 introduces reflow support, allowing content to zoom up to 400% without loss of function or layout, benefiting users with low vision and diverse devices.
    • Virtual Agent Integration: Now Assist is enabled within Virtual Agent chat support starting in version 5.9.0, enhancing automated customer interactions.
    • Mobile SDK: Since version 5.6.0, Engagement Messenger can be embedded into native Android and iOS apps, extending self-service to mobile platforms.
    • Proactive Recommendations: Added in version 5.0.0, it delivers AI-driven knowledge articles and service catalog suggestions proactively during customer interactions.
    • Multi-language Support: Locale support introduced in 5.1.0 allows the messenger to display in the language of the parent website, improving user experience for global audiences.
    • Asynchronous Chat: Added in version 4.0.0, supporting persistent conversations regardless of agent or customer availability.
    • Customizable UI and Features: Includes options to edit custom features, configure colors, add hyperlinks, and notify users about chat switching during active conversations.
    • Catalog and Case Management: Users can browse catalogs, create tickets, book appointments, and request field service through integrated workflows.
    • Analytics and Reporting: Behavioral analytics can be collected from third-party websites to monitor user engagement and improve services.

    Security and Bug Fixes

    Multiple releases, including versions 5.13.1, 5.12.1, and 5.11.0, focus on security enhancements and resolving functional and accessibility issues. Regular bug fixes ensure smooth operation and improved user experience.

    Practical Benefits for ServiceNow Customers

    • Enhanced Accessibility: Improved support for users with varying vision needs and devices.
    • Seamless Multi-Channel Support: Engage customers via web portals or native mobile applications with consistent experiences.
    • Improved Customer Support Efficiency: AI-driven recommendations and asynchronous chat reduce resolution times.
    • Centralized Management: Admins can configure and preview Engagement Messenger centrally, simplifying deployment and maintenance.
    • Localization and Customization: Tailor the messenger to specific languages, workflows, and branding needs.

    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.