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