---
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
---
# Components installed with Engagement Messenger
# Components installed with Engagement Messenger {#ariaid-title1}
Release version: Australia
Updated March 12, 2026
 2 minutes to read
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## Summary of Components Installed with Engagement Messenger
The Engagement Messenger application installs several components, including roles, tables, and properties necessary for its functionality.
Understanding these components is crucial for effective management and configuration of the application.
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## Key Features
### Roles Installed
* **Engagement Messenger Admin \[sncsmec.ecadmin\]**: Grants permissions to create and modify configurations for Embedded Messenger modules.
* **Engagement Messenger Read \[sncsmec.ecread\]**: Allows users to view existing configurations for the Embedded Messenger modules; recommended for internal users only.
* **Granular Admin Role \[sncsmec.ecadmin\]**: Required for detailed admin access to Engagement Messenger tables and REST APIs.
### Tables Installed
* **Chat Feature Instance \[sncsmecchatinstance\]**: Stores configuration details for the Chat feature.
* **Engagement Messenger Module \[sncsmecengmntcentermodule\]**: Contains a list of all messenger modules.
* **Feature \[sncsmecfeature\]**: Manages definitions for messenger features.
* **Feature Instance \[sncsmecfeatureinstance\]**: Details for feature instances of the messenger module.
* **Greeting, Knowledge, and Search Feature Instances**: Each stores configuration details for their respective features.
### Properties Installed
* **com.glide.cs.embed.cspframeancestors**: Configures the frame-ancestors policy for hosting Engagement Messenger on a specific website.
* **glide.authenticate.multisso.enabled**: Enables multiple provider SSO; applicable if guest user experience is not the only focus.
* **glide.ui.sessiontimeout**: Sets user session timeout; should exceed website timeout for optimal function.
* **sncustomerservice.emails.customportal**: Defines a URL for customer support portals, ensuring emails redirect users to their specific requests.
* **sncsmec.proactiveinactivitytime**: Sets the period for triggering proactive help in Engagement Messenger.
* **glide.knowman.serviceportal.usenumberedurl**: Allows article links to be displayed with specific URL parameters for defined service portal records.
## Key Outcomes
By correctly configuring the Engagement Messenger components, customers can enhance user experience, streamline customer service interactions, and ensure effective management of the messaging features. Proper role assignment and table management are essential for maintaining optimal functionality and security within the application.
Several types of components are installed with activation of the Engagement Messenger application, including plugins, tables, and user
roles.
## Roles installed {#installed-with-engagement-messenger__section_wly_yyh_wdb}
{#installed-with-engagement-messenger__table_u1t_gb1_wdb__entry__3}
| 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 {#installed-with-engagement-messenger__ul_spq_51j_h4b} |
| 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 |
[Table 1. Roles installed with the activation of the Engagement Messenger application]
{#installed-with-engagement-messenger__table_u1t_gb1_wdb}
{#installed-with-engagement-messenger__table_hg4_x41_j3c__entry__3}
| Role title \[name\] | Description | Contains roles |
|-|-|-|
| \[sn_csm_ec.ec_admin\] | Role required to have granular admin access for engagement messenger tables and Rest APIs. | None |
[Table 2. Granular roles installed with the activation of the Engagement Messenger application]
{#installed-with-engagement-messenger__table_hg4_x41_j3c}
## Tables installed {#installed-with-engagement-messenger__section_s1x_dzh_wdb}
{#installed-with-engagement-messenger__table_fbz_45z_vdb__entry__2}
| 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. |
[Table 3. Tables added with the activation of the Engagement Messenger application]
{#installed-with-engagement-messenger__table_fbz_45z_vdb}
## Properties installed with Engagement Messenger {#installed-with-engagement-messenger__section_avf_xc4_pwb}
{#installed-with-engagement-messenger__table_qbv_3d4_pwb__entry__2}
| 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 {#installed-with-engagement-messenger__ul_thy_m44_pwb} |
| 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 {#installed-with-engagement-messenger__ul_zj2_fp4_pwb} 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 {#installed-with-engagement-messenger__ul_gbm_3q4_pwb} 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 {#installed-with-engagement-messenger__ul_pp5_ps4_pwb}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 {#installed-with-engagement-messenger__ul_st3_vw4_pwb} |
| 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 {#installed-with-engagement-messenger__ul_fjd_n1p_pwb} |
[Table 4. Engagement Messenger properties]
{#installed-with-engagement-messenger__table_qbv_3d4_pwb}
## Plugins installed {#installed-with-engagement-messenger__section_y2b_mtg_g4b}
* Customer Service (com.sn_customerservice)
* Integration - Multiple Provider Single Sign-On Installer (com.snc.integration.sso.multi.installer)
{#installed-with-engagement-messenger__ul_zfv_cxg_g4b}