Proactive and Recommendations configuration for Engagement Messenger
The Proactive and Recommendations feature enables you to show context-based suggestions in real time and to configure the recommendations experience on Engagement Messenger.
Note: To integrate Proactive and Recommendations on a web page, you need to enable recommendations in the embed code of Engagement Messenger.
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Field |
Description |
|---|---|
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Enable recommendation |
Option to show or hide the recommendations. |
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Title text |
Title of the recommendation screen in the messenger. |
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Subtitle text |
Helpful text about the recommendations that displays at the top of the recommendations screen. |
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Show the search bar |
Option to display the search bar on the Recommendation page that enables you to search content in addition to the provided recommendations. |
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Maximum number of recommendations |
The maximum number of recommendations to be shown on the recommendations screen. |
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Link text for additional recommendations |
Text for the link that enables the user to view an additional recommendations. |
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Link text for Engagement Messenger |
Text displayed in the footer of the messenger to enable navigation to the Engagement Messenger home page. Use the |
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Field |
Description |
|---|---|
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Type |
Type of display to show the suggestions proactively on messenger after 30 seconds of inactivity. Select None to disable proactive behavior. |
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Choose an animation type |
The type of animation for the launcher icon that activates when the user is inactive.
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Show a tooltip above the icon |
Option to show the tooltip message above the launcher icon. |
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Tooltip text |
The message displayed on the tooltip. |
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Offer search | |
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Title text |
Title of the widget that appears when Offer search is selected as the proactive help type. |
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Subtitle text |
Description of the widget that appears on the widget body and appears below the title text. |
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Placeholder text |
Placeholder text that appears in the search box. |
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Offer chat | |
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Title text |
Title of the widget in the messenger. |
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Subtitle text |
Description of the widget in the messenger. |
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Chat button label |
Label of the button that is displayed for the user to start the conversation. |
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Offer the recommendation you configured | |
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Select the Offer the recommendation you configured option to show the knowledge article and catalog items recommendations proactively as per the configuration in the Recommendations section. | |
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Note: AI Search needs to be enabled for Offer search and Offer the recommendation you configured options. | |
--- title: Proactive and Recommendations configuration for Engagement Messenger description: The Proactive and Recommendations feature enables you to show context-based suggestions in real time and to configure the recommendations experience on Engagement Messenger. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/em-behav-recom.html release: australia product: Customer Self-service and Omnichannel Engagement classification: customer-self-service-and-omnichannel-engagement topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [Default behavior of Engagement Messenger, Set up Engagement Messenger, Set up self-service, Configure, Customer Service Management] --- # Proactive and Recommendations configuration for Engagement Messenger The Proactive and Recommendations feature enables you to show context-based suggestions in real time and to configure the recommendations experience on Engagement Messenger. **Note:** To integrate Proactive and Recommendations on a web page, you need to enable recommendations in the embed code of Engagement Messenger. <table id="table_opq_wb1"><thead><tr><th> Field </th><th> Description </th></tr></thead><tbody><tr><td> Enable recommendation </td><td> Option to show or hide the recommendations. </td></tr><tr><td> Title text </td><td> Title of the recommendation screen in the messenger. </td></tr><tr><td> Subtitle text </td><td> Helpful text about the recommendations that displays at the top of the recommendations screen. </td></tr><tr><td> Show the search bar </td><td> Option to display the search bar on the Recommendation page that enables you to search content in addition to the provided recommendations. </td></tr><tr><td> Maximum number of recommendations </td><td> The maximum number of recommendations to be shown on the recommendations screen. </td></tr><tr><td> Link text for additional recommendations </td><td> Text for the link that enables the user to view an additional recommendations. </td></tr><tr><td> Link text for Engagement Messenger </td><td> Text displayed in the footer of the messenger to enable navigation to the Engagement Messenger home page. Use the `[[display text]]` format to add a clickable link to messenger. </td></tr><tr><td colspan="2"> - If AI Search does not return any recommendations, then the Engagement Messenger home page is displayed. - You need to enable AI Search to make Recommendations available to users. </td></tr></tbody> </table><table id="table_k2n_lkc_jtb"><thead><tr><th> Field </th><th> Description </th></tr></thead><tbody><tr><td> Type </td><td> Type of display to show the suggestions proactively on messenger after 30 seconds of inactivity. Select **None** to disable proactive behavior. </td></tr><tr><td> Choose an animation type </td><td> The type of animation for the launcher icon that activates when the user is inactive. - Ripple \(like a wave\) - Bounce </td></tr><tr><td> Show a tooltip above the icon </td><td> Option to show the tooltip message above the launcher icon. </td></tr><tr><td> Tooltip text </td><td> The message displayed on the tooltip. </td></tr><tr class="sub-head"><td class="sub-head" colspan="2"> Offer search </td></tr><tr><td> Title text </td><td> Title of the widget that appears when **Offer search** is selected as the proactive help type. </td></tr><tr><td> Subtitle text </td><td> Description of the widget that appears on the widget body and appears below the title text. </td></tr><tr><td> Placeholder text </td><td> Placeholder text that appears in the search box. </td></tr><tr><td class="sub-head" colspan="2"> Offer chat </td></tr><tr><td> Title text </td><td> Title of the widget in the messenger. </td></tr><tr><td> Subtitle text </td><td> Description of the widget in the messenger. </td></tr><tr><td> Chat button label </td><td> Label of the button that is displayed for the user to start the conversation. </td></tr><tr><td class="sub-head" colspan="2"> Offer the recommendation you configured </td></tr><tr><td colspan="2"> Select the **Offer the recommendation you configured** option to show the knowledge article and catalog items recommendations proactively as per the configuration in the Recommendations section. </td></tr><tr><td colspan="2"> **Note:** AI Search needs to be enabled for Offer search and Offer the recommendation you configured options. </td></tr></tbody> </table>
| title | Proactive and Recommendations configuration for Engagement Messenger |
| description | The Proactive and Recommendations feature enables you to show context-based suggestions in real time and to configure the recommendations experience on Engagement Messenger. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/em-behav-recom.html |
| release | australia |
| product | Customer Self-service and Omnichannel Engagement |
| classification | customer-self-service-and-omnichannel-engagement |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Default behavior of Engagement MessengerSet up Engagement MessengerSet up self-serviceConfigureCustomer Service Management |