Components installed with Engagement Messenger

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Components installed with Engagement Messenger

    Activating the Engagement Messenger application in ServiceNow installs various components essential for configuring and operating the messenger modules. These components include specific user roles, database tables, system properties, and related plugins that collectively enable seamless customer engagement through embedded chat and messaging features.

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    Roles Installed

    • Engagement Messenger admin [sncsmec.ecadmin]: This role allows users to create and edit configurations for Embedded Messenger modules. It includes additional roles such as API access, virtual agent administration, image administration, service portal administration, AI services, and catalog editing.
    • Engagement Messenger read [sncsmec.ecread]: This role permits viewing of existing configurations but is intended only for internal users and does not contain additional roles.

    Tables Installed

    The activation adds several tables that store configuration and instance data for different messenger features:

    • Chat Feature Instance [sncsmecchatinstance]: Stores configuration details of the chat feature.
    • Engagement Messenger Module [sncsmecengmntcentermodule]: Contains the list of all messenger modules.
    • Feature [sncsmecfeature]: Holds feature definitions used to create feature instances.
    • Feature Instance [sncsmecfeatureinstance]: Stores details of feature instances.
    • Greeting Feature Instance [sncsmecgreetinginstance]: Stores greeting feature configurations.
    • Knowledge Feature Instance [sncsmecknowledgeinstance]: Stores knowledge feature configurations.
    • Search Feature Instance [sncsmecsearchinstance]: Stores search feature configurations.

    Key System Properties

    Several system properties are installed or must be configured to optimize the Engagement Messenger experience:

    • com.glide.cs.embed.cspframeancestors: Controls the Content Security Policy frame-ancestors setting for hosting the messenger on specific websites; requires the Glide Virtual Agent plugin to be active.
    • glide.authenticate.multisso.enabled: Enables multiple provider Single Sign-On (SSO); set to true if multiple SSO providers are needed.
    • glide.ui.sessiontimeout: Defines user session timeout duration; should be set to match or exceed the hosting website’s timeout.
    • sncustomerservice.emails.customportal: Specifies the URL of a third-party customer support portal to include accurate links in notification emails sent to customers.
    • sncsmec.proactiveinactivitytime: Sets the inactivity period (in seconds) after which proactive help is triggered in Engagement Messenger.
    • glide.knowman.serviceportal.usenumberedurl: Lists service portal record IDs where article links use a numbered URL parameter instead of syskbid.

    Plugins Installed

    • Customer Service (com.sncustomerservice)
    • Integration - Multiple Provider Single Sign-On Installer (com.snc.integration.sso.multi.installer)

    Practical Implications for ServiceNow Customers

    By understanding the roles, tables, properties, and plugins installed with Engagement Messenger, ServiceNow customers can effectively configure and manage embedded messaging features. Assign appropriate roles to administrators and internal users, configure system properties to align with security and session requirements, and leverage the installed tables for advanced customization and reporting. Additionally, enabling multi-provider SSO and configuring customer portal URLs ensures a seamless and secure user experience for both agents and customers.

    Several types of components are installed with activation of the Engagement Messenger application, including plugins, tables, and user roles.

    Roles installed

    Table 1. Roles installed with the activation of the Engagement Messenger application
    Role title [name] Description Contains roles
    Engagement Messenger admin

    [sn_csm_ec.ec_admin]

    		 Creates and edits configurations for Embedded Messenger modules
    • sn_csm_ec.ec_read
    • snc_platform_rest_api_access
    • virtual_agent_admin
    • image_admin
    • sp_admin
    • ais_admin
    • catalog_builder_editor
    Engagement Messenger read

    [sn_csm_ec.ec_read]

    		 Can view existing configurations for Embedded Messenger modules
    Note:
    This role should only be assigned to internal users.
    		 None

    Tables installed

    Table 2. Tables added with the activation of the Engagement Messenger application
    Table Description
    Chat Feature Instance

    [sn_csm_ec_chat_instance]

    		 Stores configuration details of the Chat feature of the messenger modules.
    Engagement Messenger Module

    [sn_csm_ec_engmnt_center_module]

    		 Stores the list of all messenger modules.
    Feature

    [sn_csm_ec_feature]

    		 Stores the feature definitions for the messenger.

    Every feature instance of a messenger module is created from its feature definition.
    Feature Instance

    [sn_csm_ec_feature_instance]

    		 Stores the details of feature instances of the messenger module.
    Greeting Feature Instance

    [sn_csm_ec_greeting_instance]

    		 Stores configuration details of the Greeting feature of the messenger modules.
    Knowledge Feature Instance

    [sn_csm_ec_knowledge_instance]

    		 Stores configuration details of the Knowledge feature of the messenger modules.
    Search Feature Instance

    [sn_csm_ec_search_instance]

    		 Stores configuration details of the Search feature of the messenger modules.

    Properties installed with Engagement Messenger

    Table 3. Engagement Messenger properties
    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

    Plugins installed

    • Customer Service (com.sn_customerservice)
    • Integration - Multiple Provider Single Sign-On Installer (com.snc.integration.sso.multi.installer)