Components installed with Engagement Messenger

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Components Installed with Engagement Messenger

    The Engagement Messenger application installs various components upon activation, including roles, tables, properties, and plugins. This setup is essential for configuring and managing the messaging features within your ServiceNow environment effectively.

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    Key Features

    Roles Installed

    • Engagement Messenger admin [sncsmec.ecadmin]: Manages configurations for Embedded Messenger modules.
    • Engagement Messenger read [sncsmec.ecread]: Allows users to view configurations for Embedded Messenger modules (recommended for internal users only).

    Tables Installed

    • Chat Feature Instance [sncsmecchatinstance]: Stores configuration details for the Chat feature.
    • Engagement Messenger Module [sncsmecengmntcentermodule]: Lists all messenger modules.
    • Feature [sncsmecfeature]: Contains definitions for messenger features.
    • Feature Instance [sncsmecfeatureinstance]: Details of specific feature instances.
    • Greeting Feature Instance [sncsmecgreetinginstance]: Stores configuration for the Greeting feature.
    • Knowledge Feature Instance [sncsmecknowledgeinstance]: Stores configuration for the Knowledge feature.
    • Search Feature Instance [sncsmecsearchinstance]: Configuration details for the Search feature.

    Properties Installed

    • com.glide.cs.embed.cspframeancestors: Configures frame-ancestors policy for hosting Engagement Messenger.
    • glide.authenticate.multisso.enabled: Enables multiple provider Single Sign-On (SSO).
    • glide.ui.sessiontimeout: Sets user session timeout (recommended > website timeout).
    • sncustomerservice.emails.customportal: Sets the URL for redirecting notification emails to the customer support portal.
    • sncsmec.proactiveinactivitytime: Defines inactive period for triggering proactive help.
    • glide.knowman.serviceportal.usenumberedurl: Displays article links using sysparmnumber URL parameter.

    Plugins Installed

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

    Key Outcomes

    By activating the Engagement Messenger application, you enable critical functionality for customer interaction within the ServiceNow platform. The installed roles, tables, and properties facilitate effective configuration and management of messaging features, enhancing user experience and operational efficiency.

    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)