Feature context parameters supported in Engagement Messenger

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Features for contextual launch capability enable you to set the default launch screen in Engagement Messenger.

    Table 1. Embed code and parameters for a feature context
    Feature Embed code Feature parameter description
    CHAT 
    { 
	feature: "CHAT", 
	params: { 
		"topic_id": "<sys_id>",
		"language": "<language_name>",
		”sysparm_<param_name>": "<param_value>" 
	} 
}
    <sys_id>
    Identifies the Virtual Agent topic to be included in the chat.
    <language_name>
    Default chat language. For example, for French, specify fr
    <param_name>:<param_value>
    Any additional parameters to be passed to the Virtual Agent topic. The name of the parameter should start with sysparm. For example, sys_param_product_name.
    WORK_ORDER 
    { 
	feature: "WORK_ORDER", 
	params: { 
		"table": "wm_order",
		"sys_id": "<sys_id>"
		}
}
    <sys_id>
    System identifier (sys_id) of a work order.
    CASE 
    { 
	feature: "CASE", 
	params: { 
		"table": "sn_customerservice_case",
		"sys_id": "<sys_id>"
		
	} 
}
    <sys_id>
    System identifier (sys_id) of a case.
    NEW_CASE 
    { 
	feature: "NEW_CASE", 
	params: { 
		} 
}
    		 None
    CASE_LIST 
    { 
	feature: "CASE_LIST", 
	params: { 
		} 
}
    		 None
    VIEW_ARTICLE 
    { 
	feature: "VIEW_ARTICLE", 
	params: { 
		"sys_kb_id": "<sys_id>"
	} 
}
    <sys_id>
    System identifier (sys_id) of a knowledge article.
    SEARCH 
    { 
	feature: "SEARCH", 
	params: { 
		"q": "<search_term>"
	} 
}
    <search_term>
    Term to be searched for in a search results query.
    CASE_SEARCH 
    { 
	feature: "CASE_SEARCH", 
	params: { 
		"q": "<search_term>"
	} 
}
    <search_term>
    Term to be searched for in a case results query.
    CATALOG_ITEM 
    { 
	feature: "CATALOG_ITEM", 
	params: { 
		"sys_id": "<sys_id>"
	} 
}
    <sys_id>
    System identifier (sys_id) of a catalog item.
    NEW_APPOINTMENT 
    { 
	feature: "NEW_APPOINTMENT", 
	params: { 
		} 
}
    		 None
    NEW_WORK_ORDER 
    { 
	feature: "NEW_WORK_ORDER", 
	params: { 
		} 
}
    		 None
    HOME 
    { 
	feature: "HOME", 
	params: { 
	} 
}
    		 None