---
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


---

# Feature configuration

# Feature configuration for Engagement Messenger {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Configure the features of Engagement Messenger so that you can change the default settings to suit your customer needs.

## Before you begin

Role required: sn_csm_ec.ec_admin

You must configure Engagement Messenger before configuring its features. For more information, see [Configure Engagement Messenger](https://www.servicenow.com/docs/4v4hgCwNWlWIyqL3LFJ4FA "Create a Engagement Messenger module and configure its behavior, appearance, and styling. By creating a messenger module, you can customize the appearance and behavior according to your organizational branding and to suit your customer needs.").

## About this task

Configure how the features of Engagement Messenger appear to your customers, their display arrangement, and their behavior.

Use the Features section of the guided configuration to customize the messenger configuration. View a live preview of how the Engagement Messenger would look like in your third-party website. You can also watch the [academy video](https://www.youtube.com/watch?v=uViv-3bcg3k&list=PLkGSnjw5y2U79gjQuQW-2GBqzEccwFkWH&index=20) to understand the overall functionality of Engagement Messenger.

## Procedure

1. Navigate to AllEngagement MessengerModules.
2. In the Edit module column of the messenger module that you want to configure, select Edit.  
   The guided configuration view is displayed.
3. From the Features section of the guided configuration, enable or disable a feature by using the toggle (![Toggle icon]()) on the feature card.
4. Open one of the following features and modify the values:
   * Greeting: See [Greeting feature configuration](https://www.servicenow.com/docs/blUgdoLvvXZ8nidS8LvCIg "Understand the configuration of the Greeting feature in the Engagement Messenger to configure the field values.").
   * Knowledge: See [Knowledge feature configuration](https://www.servicenow.com/docs/6q4oKMBEwRNYu6U1Aa5oQQ "Understand the configuration and related lists of the Knowledge feature in Engagement Messenger to configure the field values.").
   * Search: See [Search feature configuration](https://www.servicenow.com/docs/nwmCVUdMy3dlLVgy~sJ2cQ "Understand the configuration of the Search feature in Engagement Messenger to configure the field values.").
   * Case: See [Case management feature configuration](https://www.servicenow.com/docs/Hch6E8NmlXzuWmMqk_24Wg "Understand the configuration of the Cases feature in Engagement Messenger to configure the field values.").
   * Catalog: See [Catalog feature configuration](https://www.servicenow.com/docs/FYqyL9ViXnypI6FK5DY2ug "Understand the configuration of the Catalog feature in Engagement Messenger to configure the field values.").
   * Field service: See [Field service feature configuration](https://www.servicenow.com/docs/6GMXXsmwBJex9zY99Yf_TA "Understand the configuration of the field service feature in Engagement Messenger module to configure the values.").
   * Walk-up: See [Walk-up feature configuration](https://www.servicenow.com/docs/7ypFcdooSqctsywAXdN~VQ "Understand the configuration of the Walk-up feature in Engagement Messenger module to configure the field values.").
   * Chat with an agent: See [Chat feature configuration form fields](https://www.servicenow.com/docs/ii6eFeZOESwQzL3KBifkSw "Description of the Chat feature configuration form fields.").  
     Note:  
     * The knowledge article, catalog item, and case links sent by an agent can be opened within Engagement Messenger. You can configure how links should be open in a messenger. For more information, see [Create a smart link preference](https://www.servicenow.com/docs/access?context=create-smart-link-preference&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US).
     * You can also enable the Now Assist in Virtual Agent in Engagement Messenger by [Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) and then [Display your assistant](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) in Engagement Messenger.
     {#configure-features-of-engagement-messenger__ul_nsp_wjj_pfc}
   * Configurable Cards: See [Configurable Cards feature configuration](https://www.servicenow.com/docs/OVZe_nPGtxDx1uvO_sbAWA "The Configurable Cards feature enables you to add and customize the features in Engagement Messenger that aren’t available by default.").
   * Callback: See [Callback feature configuration form](https://www.servicenow.com/docs/w9GCHaxhxKoMNlr5ltkMYg "Description of the Callback feature configuration form fields.").
   {#configure-features-of-engagement-messenger__choices_wyk_vm5_f4b}
5. **Optional:** You can also add a feature in the Features section using Configurable Cards.
   1. Select Add custom feature.
   2. Enter the feature name and select the feature type.
   3. Select Add.

   {#configure-features-of-engagement-messenger__substeps_snd_2wn_wsb}  
   For more information, see [Configurable Cards feature configuration](https://www.servicenow.com/docs/OVZe_nPGtxDx1uvO_sbAWA "The Configurable Cards feature enables you to add and customize the features in Engagement Messenger that aren’t available by default.").
6. Select Update.
7. **Optional:** Change the display order of the features by reordering the feature cards.  
   You can see the modified home page layout of your Engagement Messenger in the live preview of the module.Figure 1. Engagement Messenger features  
   Note:  
   Engagement Messenger extends service portal capabilities that don't support domain separation. For more information, see ([Domain separation and Service Portal](https://www.servicenow.com/docs/access?context=domain-separation-service-portal&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US)). However, other tables that are used in Engagement Messenger may support domain separation according to the configurations with which they're created.

## What to do next

[Create an identity provider (IdP) for Engagement Messenger](https://www.servicenow.com/docs/P4GPSS2iLyhAXzOLVWfYyw "Create an IdP for your Engagement Messenger so that you can enable customer authentication. You can create an IdP for either the OpenID Connect (OIDC) or Security Assertion Markup Language (SAML) authentication type.")

*[\>]: and then