Enable Engagement Messenger on a website when third-party application cookies are blocked

Configure a custom URL for the ServiceNow instance that helps prevent web browsers from blocking Engagement Messenger when cross-origin iframes and third-party cookies are blocked.

시작하기 전에

You must activate the Custom URL (com.snc.customurl) plugin. For more information, see Activate custom URLs.

Role required: admin

이 태스크 정보

The latest versions of browsers including Safari and Chrome have enhanced browser security features. By default, the browser security features block third-party cookies that help prevent the loading of a third-party application on a website. If you don’t use a custom URL, the browser treats the messenger as a third-party application when embedded inside a parent website. To prevent messenger from getting blocked by the browser, you need to set a custom URL for the ServiceNow instance to match the messenger domain with the website domain. Using custom URL, browser treats messenger as a first-party application rather than a third-party application. The web browser's security restrictions block messenger for the following reasons:

• Web browser blocks cross-origin iframes when the domain of the URL used in the iframe does not match the domain of the website itself.
  주:

  Engagement Messenger uses an iframe to load messenger’s  interface on a third–party website.
• Web browser treats messenger’s cookies as the third-party cookies and blocks them.
  주:

  Engagement Messenger uses cookies to enable features like authentication, recommendations, proactive help and so on.

주:

Custom URL is primarily configured to get a branded URL for the ServiceNow instance, Portals, and EM module that matches with your domain URL.

You must add a CNAME record to your website domain’s DNS records where Engagement Messenger is embedded and set it as your ServiceNow instance URL. For example, in the name server for acme.com, create an entry

support.acme.com 300 IN CNAME acme.servicenow.com

where acme.service-now.com is the ServiceNow instance and acme.com is your website on which Engagement Messenger is integrated.

프로시저

1. Navigate to All > Custom URL > Custom URLs.
2. Select New.
3. On the Custom URL form, in the Domain name field, enter the CNAME record (your custom URL) that you have set as the ServiceNow instance URL.
4. Select Create.
   주:

   The new custom URL takes approximately six hours for activation.
5. 옵션: After the custom URL is active, on the Custom URL form, select the Set instance URL check box to enable the custom URL as an instance URL.
6. In a text editor, open the HTML file of the web page on your website where you integrate Engagement Messenger.
7. In the code, replace the existing website URL with a custom URL.
8. Save the file.

결과

Engagement Messenger loads on a third-party website.

예

The following code includes a sample URL that contains support.acme.com as a custom URL.

그림 1. Custom URL in code

관련 정보

• Set a custom URL as the instance URL
• Custom URLs association to your instance
• Custom URL errors and fixes