Feature configuration for Engagement Messenger

Configure the features of Engagement Messenger so that you can change the default settings to suit your customer needs.

Before you begin

Role required: sn_csm_ec.ec_admin

You must configure Engagement Messenger before configuring its features. For more information, see Configure Engagement Messenger.

About this task

Configure how the features of Engagement Messenger appear to your customers, their display arrangement, and their behavior.

Use the Features section of the guided configuration to customize the messenger configuration. View a live preview of how the Engagement Messenger would look like in your third-party website. You can also watch the academy video to understand the overall functionality of Engagement Messenger.

Procedure

1. Navigate to All > Engagement Messenger > Modules.
2. In the Edit module column of the messenger module that you want to configure, select Edit.
   The guided configuration view is displayed.
3. From the Features section of the guided configuration, enable or disable a feature by using the toggle () on the feature card.
4. Open one of the following features and modify the values:
   • Greeting: See Greeting feature configuration.
   • Knowledge: See Knowledge feature configuration.
   • Search: See Search feature configuration.
   • Case: See Case management feature configuration.
   • Catalog: See Catalog feature configuration.
   • Field service: See Field service feature configuration.
   • Walk-up: See Walk-up feature configuration.
   • Chat with an agent: See Chat feature configuration form fields.
     Note:

     • The knowledge article, catalog item, and case links sent by an agent can be opened within Engagement Messenger. You can configure how links should be open in a messenger. For more information, see Create a smart link preference.
     • You can also enable the Now Assist in Virtual Agent in Engagement Messenger by Configuring assistants overview and then Display your assistant in Engagement Messenger.
   • Configurable Cards: See Configurable Cards feature configuration.
   • Callback: See Callback feature configuration form.
5. Optional: You can also add a feature in the Features section using Configurable Cards.
   1. Select Add custom feature.
   2. Enter the feature name and select the feature type.
   3. Select Add.
   For more information, see Configurable Cards feature configuration.
6. Select Update.
7. Optional: Change the display order of the features by reordering the feature cards.
   You can see the modified home page layout of your Engagement Messenger in the live preview of the module.

   Figure 1. Engagement Messenger features

   

   Note:

   Engagement Messenger extends service portal capabilities that don't support domain separation. For more information, see (Domain separation and Service Portal). However, other tables that are used in Engagement Messenger may support domain separation according to the configurations with which they're created.

What to do next

Create an identity provider (IdP) for Engagement Messenger