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5.9.0
Yokohama, Xanadu, Washington DC
ServiceNow® Engagement Messenger seamlessly extends the ServiceNow customer self-service experience to third-party portals.
- It provides an in-context experience on existing websites or mobile websites for customers to access services.
- It allows the integration of customer support capabilities via no or low code configuration.
- It goes beyond single widgets to provide a pre-packaged set of capabilities, empowering customers to resolve issues faster.
ServiceNow customers can now manage the end-to-end user self-service experience in one central location, from within ServiceNow, and deploy that experience where it is most convenient for their end-customers.
Engagement Messenger allows your customers to:
- Use AI search for Knowledge content
- Create and track issues through cases, with support for case types
- Browse and request services from available catalogs
- Get notified about case updates, chat messages, and reminders
- Book an appointment for a walk-up to support centers
- Request a field service appointment
- View any other ServiceNow data you include, and access service catalog or portal pages, or other websites
- Schedule a callback from the agent at an appointed time
It allows administrators to:
- Set up Engagement Messenger using guided configuration
- Provide deep linking to specific functionality through a link or a button click
- Display Engagement Messenger proactively based on a time threshold
- Display proactive knowledge or catalog recommendations based on AI search
- Enable Now Assist in Virtual Agent in Engagement to enhance the user chat experience.
New
- The Now Assist in Virtual Agent chat support is enabled in Engagement Messenger.
Install the following plugins on your instance:
- Customer Service (Plugin Id: com.sn_customerservice)