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Deep linking feature › Engagement Messenger › Set up self-service › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Launch a feature in Engagement Messenger using custom code

Use the custom code to enable the deep linking and launch a feature in Engagement Messenger integrated with your website.

Before you begin

Configure Engagement Messenger.

Embed Engagement Messenger in your web application.

Role required: ec_admin and website administrator

About this task

Note:

If you’re using existing code, verify that you update the script to show v=3.1. For example:

<script src="https://example.service-now.com/scripts/sn_csm_ec.js?v=3.1"></script>
<script>
SN_CSM_EC.init({
      moduleID: "https://example.service-now.com/#aeff0547dd393010f87734cef087e2ba",
      loadFeature: SN_CSM_EC.loadEMFeature()
});
</script>

Procedure

  1. Navigate to Engagement Messenger > Modules.

  2. In the Configure Engagement Messenger Module, open the Implement tab.

  3. Copy the code from the Embed code section.

  4. In a text editor, open the HTML file of the web page on your website where you integrate Engagement Messenger.

  5. Paste the code that you copied before the closing body tag.

  6. Define the feature context and specify the variables for the feature.

    Use the following format to define a feature context:

    { 
    feature: "*&lt;feature\_name&gt;*", 
    openOnLoad: *&lt;true/false&gt;*, 
    params: { 
        "*&lt;param\_name&gt;*": "*&lt;param\_value&gt;*",
        "*&lt;param\_name&gt;*": "*&lt;param\_value&gt;* 
    } 
}

    In the format, specify the feature variables.

  7. Create a custom wrapper function to pass the feature context to the SN_CSM_EC.init function of the embed code.

    For example, the following code uses the chatFeatureContext() custom wrapper function for the chat feature context.

    function chatFeatureContext(){ 
    return { 
            feature: "CHAT",
            openOnLoad: false,
            params: { 
                "topic_id": "8708db281bd5b81080df6247b04bcb79",
                "language": "fr"        
                } 
          } 
}

  8. Replace the SN_CSM_EC.loadEMFeature() function with a custom wrapper function that you created in step 7.

    For example, in the following code, the chatFeatureContext() wrapper function is passed as the value of the loadFeature attribute.

    SN_CSM_EC.init({ 
        moduleID: "https://example.service-now.com/#<module_id>", 
        loadFeature: *chatFeatureContext*()
});

  9. Save the file.

  10. Verify that the designated feature launches.

    1. Open the website in which you embedded Engagement Messenger.

    2. Select the launcher icon.

    3. Verify that Engagement Messenger launches feature you configured in the embed code.

Result

The feature you specified in the embed code is launched by default when Engagement Messenger is opened in the website in which it’s embedded.

Example

The following code initiates the chat feature by default. It also shows how to trigger a Virtual Agent topic by default when chat is loaded by passing the system identifier (sys_id) of the topic. You can also specify a language to initiate chat in that language.

<script src="https://example.servicenow.com/scripts/sn_csm_ec.js?v=3.1"></script>
<script>
function chatFeatureContext(){ 
    return { 
            feature: "CHAT",
            openOnLoad: false,
            params: { 
                "topic_id": "8708db281bd5b81080df6247b04bcb79",
                "language": "fr"        
                } 
          } 
}

SN_CSM_EC.init({
    moduleID: "https://example.service-now.com/#d27c94d6db403810a2a6a0ced39619da",
    loadFeature: chatFeatureContext()
});
</script>

  • function

    chatFeatureContext(): The wrapper function for chat context.

  • feature

    CHAT: The chat feature for initiating Virtual Agent or Live Agent chat.

  • openOnLoad

    false: Disable the automatic launch of Engagement Messenger.

  • topic_id

    8708db281bd5b81080df6247b04bcb79: The module system identifier (sys_id).

  • language

    fr: Sets the default chat language to French.