Engagement Messenger properties

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

    • You can configure the system properties for your Engagement Messenger module so that you can enable Virtual Agent chat, multi-provider SSO, and set a user session time-out value.

    Properties installed with Engagement Messenger

    After you configure an Engagement Messenger module, set the following system properties that are based on your configuration of the messenger module.
    Tip:
    In the navigation filter, enter sys_properties.list to view the list of all the system properties and search for the property that you want to update.
    Table 1. Properties and descriptions of the Engagement Messenger module
    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