Case management feature configuration

---
title: Case management feature configuration
description: Understand the configuration of the Cases feature in Engagement Messenger to configure the field values.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/case-management-feature-configuration-fields.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Engagement Messenger reference, Reference, Customer Service Management]
---

# Case management feature configuration

Understand the configuration of the Cases feature in Engagement Messenger to configure the field values.

<table id="table_opq_wb1_g4b"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Title text

</td><td>

Title for the feature widget in the messenger.

</td></tr><tr><td>

Subtitle text

</td><td>

Description for the feature widget in the messenger.

</td></tr><tr><td>

Feature launch message

</td><td>

Text for the Case form launcher widget in the messenger. For example, if a user provides feedback to a knowledge article that it wasn't helpful, the messenger displays a widget to create a case. Clicking this widget launches a case form for the user to fill and submit.

</td></tr><tr><td>

Feature launch description

</td><td>

Description for the Case form launcher widget in the messenger.

</td></tr></tbody>
</table>**Note:** The Case feature is not available for the guest users.

<table id="table_tww_xgb_g4b"><tbody><tr><td>

\[Omitted image "em-cases-feature-widget.png"\] Alt text: Engagement Messenger home page displaying case widget to track all your cases and requests.

</td><td>

\[Omitted image "em-case-launcher.png"\] Alt text: Widget displaying Chat with us and Submit a case features along with their description.

</td></tr></tbody>
</table>