---
sourceDocument: Zurich Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/government-industry

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Engagement Messenger

# Configure Engagement Messenger for Playbooks {#ariaid-title1}

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

Configure certain Engagement Messenger settings to enable public sector end users to create and track requests. With Engagement Messenger, public sector users can access self-service and chat features from third-party web applications outside of the ServiceNow environment.  
* Create an Engagement Messenger module. For more information on implementing Engagement Messenger, see [Set up Engagement Messenger](https://www.servicenow.com/docs/access?context=setting-up-engagement-messenger&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US).
* Be familiar with customizing the Engagement Messenger module. For details, see [Customize the feature configuration of Engagement Messenger](https://www.servicenow.com/docs/access?context=configure-features-of-engagement-messenger&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US).
* [Activate the Agent Chat plugin](https://www.servicenow.com/docs/access?context=ac-configure-agent-chat&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) (com.glide.interaction.awa).
* [Activate the Virtual Agent plugin](https://www.servicenow.com/docs/access?context=activate-virtual-agent&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) (com.glide.cs.chatbot), which requires a subscription.
* [Activate the Customer Service Virtual Agent Conversations plugin](https://www.servicenow.com/docs/access?context=activate-virtual-agent-csm&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) (com.sn_csm.virtualagent), which requires a subscription.
{#psds-configure-engagement-messenger__ul_bld_krx_3vb}

## Configure Engagement Messenger for Service Request Playbook {#ariaid-title2}

Configure Engagement Messenger settings for creating and tracking non-emergency service requests.

### Before you begin

Role required: sn_csm_ec.ec_admin or admin

### About this task

Public sector end users can create and track service requests in Engagement Messenger. They can choose from a catalog of pre-packaged service requests that are provided with the Service Request Playbook application. If Virtual Agent is implemented, they can use the pre-built Virtual Agent conversation, Create a Service Request, to submit and update non-emergency service requests from Engagement Messenger. You must enable the Government Service Catalog and this pre-built Virtual Agent conversation in Engagement Messenger.

### Procedure

1. In Engagement Messenger, navigate to AllEngagement MessengerModules.
2. Customize the Catalog feature to use the Government Service Catalog, which provides the pre-packaged, non-emergency services that users can select from when creating a service request.
   1. From the Features section, open the Catalog feature.
   2. Select Edit to search for and then add the Government Service Catalog.
   {#psds-configure-engagement-messenger-srp__substeps_lyx_ztz_3vb}
3. Customize the Chat feature by enabling the pre-built Virtual Agent conversation for creating a service request.
   1. From the Features section, open the Chat feature.
   2. Under Reference chat, find and select the Create a Service Request conversation topic.
   {#psds-configure-engagement-messenger-srp__substeps_tyf_dt1_jvb}
4. Select Update.
{#psds-configure-engagement-messenger-srp__steps_av3_jhy_3vb}

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