Configurable Cards feature configuration

  • Release version: Zurich
  • Updated July 31, 2025
  • 4 minutes to read
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    Summary of Configurable Cards feature configuration

    The Configurable Cards feature in Engagement Messenger allows ServiceNow customers to add and customize interactive feature cards on the messenger’s home page that are not available by default. These cards enhance user engagement by linking to portal pages, catalog items, external websites, or records from any table, tailored to both authenticated and unauthenticated users.

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    Key Features

    • Display Options: Cards can appear as clickable images or as text with a title and subtitle, providing flexibility in visual presentation.
    • Content Types: Cards can link to:
      • Portal pages or catalog items within the messenger, including the ability to pass parameters for specific content loading.
      • External websites, with support for up to five links, optionally showing images for each link.
      • Records from any table in your ServiceNow instance or remote sources, displayed either as simple links or as detailed feature cards showing multiple fields.
    • User Access Control: Cards can be enabled separately for authenticated users and unauthenticated (guest) users. The system respects existing access permissions (ACLs), ensuring cards are visible only to users with the appropriate rights.

    Configuration Highlights

    • Image Cards: Support .jpg, .png, .bmp, and .gif formats, with size constraints between 120x370px and 250x370px.
    • Title and Subtitle Cards: Allow descriptive text customization for clarity and context.
    • Records Display: Select the table source, define the number of records (up to five for links), and specify display and detail fields for card views.
    • Portal Page and Catalog Item Integration: Cards open relevant ServiceNow content within the messenger, improving user navigation and experience.
    • Conditional Display: Use conditions to filter records shown on cards, tailoring content to specific criteria.

    Practical Benefits

    ServiceNow customers can leverage Configurable Cards to create a more dynamic and personalized Engagement Messenger experience. By customizing cards based on user authentication and content relevance, organizations can guide users effectively to key resources, improve self-service capabilities, and maintain secure access controls. This feature supports better user engagement and streamlined access to important ServiceNow services and external resources directly within the messenger interface.

    The Configurable Cards feature enables you to add and customize the features in Engagement Messenger that aren’t available by default.

    Table 1. Show a portal page or catalog item configuration form
    Field Description
    Choose how to display the card The type of display for the feature card on the messenger's home page. The available options are:
    • Use an image in a card: Shows a feature card as a clickable image.
    • Use a title and subtitle in a card: Shows a title and subtitle text as a display feature card
    Image An image that appears as a feature card on the messenger's home page and has a portal or catalog link embedded in it.
    The requirements for using images are:
    • Supported formats are .jpg, .png, .bmp, and .gif.
    • Dimensions are a minimum of 120x370px and a maximum of 250x370px.
    Note:
    This field appears only when Use an image in a card is selected from the Choose how to display the card field.
    Use a title and subtitle in a card
    • Title text: Title of the feature widget in the messenger.
    • Subtitle text: Description for the feature widget in the messenger.
    Note:
    This field appears only when Use a title and subtitle in a card is selected from the Choose how to display the card field.
    Page type The type of page that opens when the feature card is clicked.
    • Catalog Item: The catalog item that opens within the messenger when the user clicks on the feature card.
    • Portal Page: The portal page that opens within the messenger when the user clicks on the feature card. You can configure additional parameters to load specific content from the portal page. For more information about embedding portal pages on Engagement Messenger, see Requirements for embedding portal pages in Engagement Messenger.
    Enable for unauthenticated users Option for enabling this feature for guest users who visit the website that hosts the messenger.
    Enable for authenticated users Option for enabling this feature for users who sign in to the website that hosts the messenger.
    Note:
    Engagement Messenger honors access permissions defined for the portal page or catalog item. If the users do not have access, the feature card will not appear on the messenger.
    Figure 1. Use an image in a card
    Configurable cards displaying a list of features you can customize. In this example, the portal page displays an image as a card on the Engagement Messenger home page.
    Figure 2. Use title and subtitle in a card
    Configurable cards displaying a list of features you can customize. In this example, the portal page displays a title and subtitle as a card on the Engagement Messenger home page.
    Table 2. Show links to related websites configuration form
    Field Description
    Title text Title of the feature card in the messenger.
    Show an image for each link Option to display an image along with a link on the messenger's home page.
    Add up to five links Displays external website links on the messenger’s home page.
    Note:
    You can add a maximum of five links.
    Enable for unauthenticated users Option for enabling this feature for guest users who visit the website that hosts the messenger.
    Enable for authenticated users Option for enabling this feature for users who sign in to the website that hosts the messenger.
    Figure 3. Featured links
    Configurable cards displaying a list of features you can customize. In this example, embedded links are added to the Engagement Messenger home page.
    Table 3. Show records from any table form fields
    Field Description
    Choose a way to display records Determines the appearance of records on the messenger.
    • Each record displays as a link: Shows a title and list of records from the selected table on the messenger's home page. It displays up to five records on the messenger home screen.
    • Each record displays as a card: Shows a feature card through which users can access data from the selected table.
    Enable for unauthenticated users Option for enabling this feature for guest users who visit the website that hosts the messenger.
    Enable for authenticated users Option for enabling this feature for users who sign in to the website that hosts the messenger.
    Homepage
    Title text Title of the feature card displayed in the messenger.
    Subtitle text Description for the feature card displayed in the messenger.
    Display of records
    Choose table

    Determines the table that the card displays records from, either on your ServiceNow instance or from a remote third-party source.
    Number of records to show The total records to be shown as links on the messenger's home page. The maximum value is five.
    Note:
    This field is applicable only when Each record displays as a link is selected from the Choose a way to display records field.
    Page title
    Title of the messenger page that appears when a custom feature card is clicked.
    Note:
    This field is applicable only when Each record displays as a card is selected from the Choose a way to display records field.
    Display field The field from the selected table that you want to use as the primary display field.
    Details field The fields to display on the card that represent your data. You can select up to four detail fields.
    Note:
    Applicable only when Each record displays as a card is selected from the Choose a way to display records field.
    Portal page to open The portal page to display when the user selects any link or card.
    Condition for records Condition that restricts the records that appear in a list in the messenger.
    Note:
    Engagement Messenger honors Access Control rules (ACLs) defined for any tables in your ServiceNow instance. If users don’t have access, the feature card doesn't appear on the messenger.
    Figure 4. Record displays as a link
    Configurable cards displaying a list of features you can customize. In this example, you can use multiple form fields to create and show record as link using Mobile phones card.
    Figure 5. Record displays as a card
    Configurable cards displaying a list of features you can customize. In this example, you can use multiple form fields to create and show record as card using Mobile phones card.