--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Proactive and Recommendations configuration # Proactive and Recommendations configuration for Engagement Messenger {#ariaid-title1} Release version: Australia Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Proactive and Recommendations configuration for Engagement Messenger The Proactive and Recommendations feature in Engagement Messenger allows ServiceNow customers to deliver real-time, context-based suggestions to users. This enhances user interaction by presenting helpful knowledge articles, catalog items, or search capabilities proactively or on demand within the messenger interface. Enabling these features requires activating recommendations in the Engagement Messenger embed code and AI Search for full functionality. Show full answer Show less ## Recommendations Configuration This configuration controls how recommendation content is displayed in the messenger: * **Enable recommendation:** Toggle to show or hide recommendations. * **Title and Subtitle text:** Customize the header and helpful explanation text shown at the top of the recommendations screen. * **Show the search bar:** Option to include a search bar on the recommendations page, allowing users to search content beyond provided suggestions. * **Maximum number of recommendations:** Limit the number of recommended items shown. * **Link text for additional recommendations:** Text for a link enabling users to view more recommendations. * **Link text for Engagement Messenger:** Footer link text to navigate users back to the Engagement Messenger home page, displayed if AI Search returns no recommendations. Requires AI Search to be enabled. ## Proactive Configuration This section defines how and when suggestions appear proactively in the messenger after 30 seconds of user inactivity: * **Type:** Select the proactive display type or disable proactive behavior. * **Animation type:** Choose an animation (Ripple or Bounce) for the launcher icon during inactivity. * **Show tooltip above icon:** Option to display a tooltip message with customizable text above the launcher icon. * **Offer search:** Configure title, subtitle, and placeholder text for a proactive search widget. * **Offer chat:** Customize title, subtitle, and chat button label for proactive chat initiation in the messenger. * **Offer the recommendation you configured:** Enable proactive display of the configured knowledge article and catalog item recommendations. Requires AI Search to be enabled. ## Key Considerations for ServiceNow Customers * AI Search must be enabled to activate Recommendations and certain proactive options. * Recommendations must be enabled in the Engagement Messenger embed code on web pages. * Proactive suggestions appear after 30 seconds of user inactivity, enhancing engagement without manual user requests. * Customization options allow tailoring the messaging experience, making it more relevant and helpful to end users. The Proactive and Recommendations feature enables you to show context-based suggestions in real time and to configure the recommendations experience on Engagement Messenger. Note: To integrate Proactive and Recommendations on a web page, you need to enable recommendations in the embed code of Engagement Messenger. {#em-behav-recom__table_opq_wb1__entry__2} | Field | Description | |-|-| | Enable recommendation | Option to show or hide the recommendations. | | Title text | Title of the recommendation screen in the messenger. | | Subtitle text | Helpful text about the recommendations that displays at the top of the recommendations screen. | | Show the search bar | Option to display the search bar on the Recommendation page that enables you to search content in addition to the provided recommendations. | | Maximum number of recommendations | The maximum number of recommendations to be shown on the recommendations screen. | | Link text for additional recommendations | Text for the link that enables the user to view an additional recommendations. | | Link text for Engagement Messenger | Text displayed in the footer of the messenger to enable navigation to the Engagement Messenger home page. Use the [[display text]] format to add a clickable link to messenger. | | * If AI Search does not return any recommendations, then the Engagement Messenger home page is displayed. * You need to enable AI Search to make Recommendations available to users. {#em-behav-recom__ul_u2r_fh4_11c} || [Table 1. Recommendations setting configuration form] {#em-behav-recom__table_opq_wb1} {#em-behav-recom__table_k2n_lkc_jtb__entry__2} | Field | Description | |-|-| | Type | Type of display to show the suggestions proactively on messenger after 30 seconds of inactivity. Select None to disable proactive behavior. | | Choose an animation type | The type of animation for the launcher icon that activates when the user is inactive. * Ripple (like a wave) * Bounce {#em-behav-recom__ul_orr_pkc_jtb} | | Show a tooltip above the icon | Option to show the tooltip message above the launcher icon. | | Tooltip text | The message displayed on the tooltip. | | Offer search || | Title text | Title of the widget that appears when Offer search is selected as the proactive help type. | | Subtitle text | Description of the widget that appears on the widget body and appears below the title text. | | Placeholder text | Placeholder text that appears in the search box. | | Offer chat || | Title text | Title of the widget in the messenger. | | Subtitle text | Description of the widget in the messenger. | | Chat button label | Label of the button that is displayed for the user to start the conversation. | | Offer the recommendation you configured || | Select the Offer the recommendation you configured option to show the knowledge article and catalog items recommendations proactively as per the configuration in the Recommendations section. || | Note: AI Search needs to be enabled for Offer search and Offer the recommendation you configured options. || [Table 2. Proactive setting configuration form] {#em-behav-recom__table_k2n_lkc_jtb}