---
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


---

# Change the default chat mode for the Chat feature

# Change the default chat mode for the Chat feature {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Set either asynchronous chatting through a chat window or synchronous mode through messaging as the default chat mode of the Chat feature.

## Before you begin

Role required: sn_csm_ec.ec_admin

## Procedure

1. Navigate to AllEngagement MessengerModules.
2. On the Engagement Messenger Modules page, in the Edit module column, select Edit.
3. On the Configure Engagement Messenger Module page, select Features.
4. Enable the Chat feature by turning on Chat in the Feature settings pane.
5. On the Chat form, in the Global chat settings section, select Change the default mode for chatting.  
   The Messaging Channel page opens in a new tab.
6. In the Type field, select the default chat mode.
   * To enable synchronous chat to engage in real-time conversation through a chat window, select Chat.
   * To enable asynchronous chat to engage in long-running conversations through messaging without being online concurrently, select Messaging.

     For more information, see [Configure asynchronous chat for the web channel](https://www.servicenow.com/docs/access?context=configure-async-web&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US).
   {#em-set-default-mode-of-chatting__choices_tvm_vbl_cyb}
7. Select Update.

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