---
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


---

# Set up Proactive Engagement

# Set up Proactive Engagement {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Set up Proactive Engagement to help employees proactively resolve their digital experience issues.

## Before you begin

Note:  
Proactive Engagement integrates with ServiceNow DEX to proactively detect the digital experience issues.

* The Glide Virtual Agent plugin (com.glide.cs.chatbot) must be active.
* Install the ServiceNow Proactive Engagement application from the ServiceNow® Store.
* To use remedial actions as a resolution type, the Remedial actions framework plugin must be active.
* Ensure that the application and all of its associated ServiceNow Store applications have valid ServiceNow entitlements. For more information, see [Get entitlement for a ServiceNow product or application](https://store.servicenow.com/$appstore.do).
* Review the Proactive Engagement application listing in the ServiceNow® Store for information on dependencies, licensing or subscription requirements, and release compatibility.

{#setting-up-proactive-engagement__ul_lbv_hht_vbc}  
Note:  
* To view the Virtual Agent notifications:

  * Set the system property com.glide.cs.notification_newuser_webclient to True.
  * Navigate to sys_cs_live_agent_setup.do?sys_id=f0acbc4c5f091300e6333654de7313c8 and turn on the notifications for all users.
  {#setting-up-proactive-engagement__ul_tsq_t5m_zbc}
* To avoid triggering additional Virtual Agent conversations during an active Virtual Agent conversation:
  * Turn on the system property sn_pren.continue_engagement_if_user_is_in_active_VA_conversation so that no new Virtual Agent conversations are triggered when a conversation with Virtual Agent is already active.

    When you are in an active conversation with the virtual agent, if a new conversation is triggered, an alert is created and an experience issue is created. Turning on
    this system property closes the experience issue in the close_skipped state. All close_skipped experience issues are triggered again if the issue persists after
    72 hours.
  {#setting-up-proactive-engagement__ul_yhv_55x_42c}
{#setting-up-proactive-engagement__ul_xxy_35x_42c}

Role required: admin

## Procedure

1. Navigate to AllSystem ApplicationsAll Available ApplicationsAll.
2. Find the Proactive Engagement application (com.snc.proactive_engagement) using the filter criteria and search bar.  
   Note:  
   You can search for the application by its name or ID. If you cannot find the application, you must request it from the ServiceNow® Store. The available versions appear in the list next to the Install button.
3. Select a version from the list and select Install.  
   Note:  
   Any dependencies that are installed along with the application are also listed.
4. If you are prompted, follow the links to the ServiceNow Store to get any additional entitlements for dependencies.
5. **Optional:** If demo data is available and you want to install it, select the Load demo data check box.  
   Demo data are the sample records that describe application features for common use cases. Load the demo data when you first install the application on a development or test instance.
6. Select Install.

*[\>]: and then