---
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

# Engagement Messenger for Customer Service Management {#ariaid-title1}

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

By using the ServiceNow®
Engagement Messenger application, your customers use self-service to find the information or service that they need from your third-party web applications that are outside of the ServiceNow environment.

## Request apps from the ServiceNow Store {#engagement-center__section_x11_k2d_r4b}

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).

## Engagement Messenger benefits {#engagement-center__section_lnr_qhd_r4b}

With the Engagement Messenger application, you can manage how your customers use your web applications and services from one central location. You can also configure the behavior and styling of the messenger and deploy
the configuration on the websites or mobile sites of your choice.  
Engagement Messenger provides the following benefits:

* Let your customers access your services from within an integrated messenger in your third-party websites.
* Integrate customer support capabilities via a no or low-code configuration.
* Meet your customer needs faster with these pre-packaged features:
  * Case management including case types
  * Service catalog requests
  * Virtual and live agent chat
  * Field service management
  * Appointment booking for field service
  * Walk-up appointment booking
  * Knowledge article search that is powered by ServiceNow® AI Search
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For more information about the Engagement Messenger application, see [Features of Engagement Messenger](https://www.servicenow.com/docs/7k4F~NrZI_7Pesj~BaH5kg "Understand what the Engagement Messenger application can provide to your customers.").

To get started with the Engagement Messenger application, see [Set up Engagement Messenger](https://www.servicenow.com/docs/DBUAwU~C8Vea5hQvO6DvJA "Understand the stages involved in setting up Engagement Messenger before you add it to your customer service web portal.").