Change the default chat mode for the Chat feature

---
title: Change the default chat mode for the Chat feature
description: Set either asynchronous chatting through a chat window or synchronous mode through messaging as the default chat mode of the Chat feature.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/em-set-default-mode-of-chatting.html
release: australia
product: Customer Self-service and Omnichannel Engagement
classification: customer-self-service-and-omnichannel-engagement
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure Engagement Messenger, Set up Engagement Messenger, Set up self-service, Configure, Customer Service Management]
---

# Change the default chat mode for the Chat feature

Set either asynchronous chatting through a chat window or synchronous mode through messaging as the default chat mode of the Chat feature.

## Before you begin

Role required: sn\_csm\_ec.ec\_admin

## Procedure

1.  Navigate to **All** > **Engagement Messenger** > **Modules**.

2.  On the Engagement Messenger Modules page, in the **Edit module** column, select **Edit**.

3.  On the Configure Engagement Messenger Module page, select **Features**.

4.  Enable the Chat feature by turning on **Chat** in the Feature settings pane.

5.  On the Chat form, in the **Global chat settings** section, select **Change the default mode for chatting**.

    The Messaging Channel page opens in a new tab.

6.  In the Type field, select the default chat mode.

    -   To enable synchronous chat to engage in real-time conversation through a chat window, select **Chat**.
    -   To enable asynchronous chat to engage in long-running conversations through messaging without being online concurrently, select **Messaging**.

        For more information, see [Configure asynchronous chat for the web channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-async-web.md).

7.  Select **Update**.