Version history for the Customer Service Management Engagement Messenger on the ServiceNow Store.

Important: For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

Version history

Version 5.8.1 - November 2024
Bug fixes.
Version 5.7.3 - August 2024
Bug fixes.
Version 5.7.1 - July 2024
Bug fixes.
Version 5.7.0 - May 2024
Bug fixes.
Version 5.5.5 - April 2024
Bug fixes.
Version 5.5.3 - March 2024
Bug fixes.
Version 5.6.0 - February 2024
  • Extend the self-service capabilities to your native mobile apps (Android and iOS) by embedding Engagement Messenger using mobile software development kit (SDK).
  • Bug fixes.
Version 5.5.1 - January 2024
Fixes.
Version 5.5.0 - November 2023
Fixes.
Version 5.4.0 - August 2023
  • Added ability to send email notification for unread messages.
  • Enabled remote table support in the Configurable Cards feature to display records from third-party sources.
Version 5.3.1 - June 2023
Bug fixes.
Version 5.3.0 - May 2023
Bug fixes.
Version 5.2.2 - March 2023
Bug fixes.
Version 5.2.0 - February 2023
Bug fixes.
Version 5.1.2 - September 2022
Bug fixes.
Version 5.1.0 - August 2022
  • New:
    • Added locale support to display Engagement Messenger in the language of the parent website
    • Smart links support to make knowledge, catalog, and case links shared through VA compatible with Engagement Messenger
  • Changed:
    • Added support to notify a user when they try to switch chats during an active conversation
    • Added the ability to edit name of a custom feature added to Engagement Messenger
    • Added support to delete custom features added to Engagement Messenger
    • Added support to show knowledge article link as a KB number
  • Fixes
Version 5.0.2 - June 2022
Fixed: Includes fixes to address issues.
Version 5.0.0 - May 2022
  • New:
    • Support for Next Experience UI in the guided configuration view, in the San Diego release
    • Added Proactive Recommendations functionality to receive and display proactive knowledge articles or service catalog recommendations based on AI search
    • Added ability to view data from any ServiceNow table
    • Added ability to open a portal page and also add a list of links
  • Fixes
Version 4.0.1 - February 2022
Bug fixes.
Version 4.0.0 - December 2021
  • New:
    • Added asynchronous chat support to enable persistent conversation between the agent and the customer regardless of their availability
    • Added functionality to customise the icons and hyperlinks colours in Engagement Messenger
    • Added ability to configure the message to be shown in Engagement Messenger when the chat is offline
    • Added support to include hyperlinks within the greeting message to make it easier to access information
Version 3.1.1 - August 2021
  • New:
    • Added functionality to initiate specific actions like create a case, view knowledge, and so on
    • Added support to pass context from an external website to launch workflows such as initiate product-specific chat
    • Flexibility to launch Engagement Messenger using custom buttons and URL parameters. Introduced default translations for Engagement Messenger to support multiple languages
  • Fixed: Fixed bugs to resolve known issues and to improve overall user experience
Version 3.0.3 - March 2021
  • New:
    • Book an appointment for walk-up to support centers
    • Request a field service appointment
Version 1.0.0 - January 2021
  • New:
    • Engagement Messenger configuration
      • Configure your Engagement Messenger module using guided configuration
      • Review your configuration using the live preview functionality with views for both guest and authenticated users
      • Enable collecting user behavior analytics from Engagement Messenger on your third-party website
      • Configure the behavior for the new Catalog feature
      • Share the source code of your Engagement Messenger configuration to others via an email Engagement Messenger user experience
      • Consumers can now browse through different catalogs and create tickets from predefined catalogs
Version 1.0.0 - January 2021

  • 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 users can now manage the end-to-end user self-service experience in one central location, from within ServiceNow, and deploy that experience where it’s most convenient for their end-customers.