---
sourceDocument: Brazil IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Engagement settings for Proactive Engagement

# Engagement settings for Proactive Engagement {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Engagement settings define how an end user is engaged to self-solve an issue.
Virtual Agent and Desktop Assistant are the notification channels used to notify the user. As a fallback, an incident can be created, or the user is routed to a live agent. The fields in the following table appear on
the Engagement settings tab when you create a Proactive Engagement resolution from the metric rules.
{#engagement-settings__table_c4x_v3l_xbc__entry__3}

| Field name | Description | Options |
|-|-|-|
| User engagement | Option that determines whether the resolution requires end-user engagement or runs silently when triggered. | * Engage user * Silent execution (remedial action) * Notification only (self-help instructions and URL) {#engagement-settings__ul_fq4_3t4_1fc} |
| Engagement channel | Channel used to engage the user. Note: To use Virtual Agent as the engagement channel, activate the `com.glide.cs.chatbot` plugin. | Virtual Agent |
| Notification channel | Channel through which the user is proactively notified. Configure the notification channels in the `sn_pren-channel-configuration` system property. For more information, see [Metric rule triggering Proactive Engagement through alerts](https://www.servicenow.com/docs/s2IhBp2ZKZiFsJjoxN_TZA "Metric rules create alerts based on their trigger criteria, and the alert actions trigger Proactive Engagement."). This channel is applicable only if the engagement type is Notification only. | * Virtual Agent * Desktop Assistant * Email Notification {#engagement-settings__ul_tf3_jhd_zdc} |
| User Notification message | Message sent to engage the user. | Custom message Example: Your device is running low on disk space. Would you like help to free up some space? |
| Resolution needs consent | Option that determines whether the user's consent is required before any action runs on the end-user device. This option is available only for Remedial Action and Create Incident resolution types. | Yes/No |
| User consent message | Message that requests the user's consent. | Custom message Example: Can we free up some disk space using Windows disk clean-up? This will only clear temp files and recycle bin. Your work will not be affected in any way. |
| Choose email notification | Option that applies only when you select self-help instructions or URL and select Email notification as the notification channel. Note: The Choose email notification field appears only when the notification channel is Email. | Proactive Engagement notification. |
| Issue reference name | Name used to identify the issue when communicating with the user. | low disk space/disconnected Zscaler |
| Fallback when self-remediation is not successful | Fallback option that is triggered when the resolution fails. | Create incident/Route to live agent |
[ ]

{#engagement-settings__table_c4x_v3l_xbc}

You configure these engagement settings when you configure the metric rule. To configure a metric rule, see [Configure Proactive Engagement resolutions with DEX](https://www.servicenow.com/docs/58MdMRjoYBwfVQwytps0RQ "Configure metric rules with Proactive Engagement resolutions to trigger alerts and resolutions when a monitored device or application deviates from the specified metrics.").