---
title: Proactive Recommendations configuration for Engagement Messenger
description: The Proactive 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: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Default behavior of Engagement Messenger, Engagement Messenger, Set up self-service, Configure, Customer Service Management]
---

# Proactive Recommendations configuration for Engagement Messenger

The Proactive 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 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>