---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Engagement Messenger properties

# Engagement Messenger properties {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 {#additional-config-for-engagement-messenger__section_avf_xc4_pwb}

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 <kbd class="ph userinput">sys_properties.list</kbd> to view the list of all the system properties and search for the property that you want to update.
{#additional-config-for-engagement-messenger__table_qbv_3d4_pwb__entry__2}

| 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' \<<kbd class="ph userinput">your website URL</kbd>\>. For example, 'self' https://www.example.com * Type: string * Value: self * Location: System Properties {#additional-config-for-engagement-messenger__ul_thy_m44_pwb} |
| 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 {#additional-config-for-engagement-messenger__ul_zj2_fp4_pwb} 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 {#additional-config-for-engagement-messenger__ul_gbm_3q4_pwb} 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 {#additional-config-for-engagement-messenger__ul_pp5_ps4_pwb}For example, if your customer support portal is https://www.example.com/support, then set the property value to <kbd class="ph userinput">https://www.example.com/support</kbd>. |
| 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 {#additional-config-for-engagement-messenger__ul_st3_vw4_pwb} |
| 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 {#additional-config-for-engagement-messenger__ul_fjd_n1p_pwb} |
[Table 1. Properties and descriptions of the Engagement Messenger module]

{#additional-config-for-engagement-messenger__table_qbv_3d4_pwb}