---
title: Configure the default behavior of Engagement Messenger
description: Configure the default behavior of Engagement Messenger to set the default settings for Notification, Recommendations, and Proactive.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/em-customize-behavior.html
release: australia
product: Customer Self-service and Omnichannel Engagement
classification: customer-self-service-and-omnichannel-engagement
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Engagement Messenger, Set up self-service, Configure, Customer Service Management]
---

# Configure the default behavior of Engagement Messenger

Configure the default behavior of Engagement Messenger to set the default settings for Notification, Recommendations, and Proactive.

## Before you begin

[Configure Engagement Messenger](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/create-engagement-messenger-module.md).

[Use Engagement Messenger embed Code to integrate proactive recommendations on a web page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/em-contextual-help.md).

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

## Procedure

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

2.  Select the Engagement Messenger module you want to install on your website.

3.  In the Edit module column, select **Edit**.

4.  In the Configure Engagement Messenger module, select the **Behavior** tab.

5.  In the **Behavior** tab, configure the **Recommendations** and **Proactive** settings to define the Engagement Messenger functions.

    For more information, see [Proactive Recommendations configuration for Engagement Messenger](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/em-behav-recom.md).

    **Note:** For information about how to customize the Notification behavior, see [Configure Engagement Messenger](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/create-engagement-messenger-module.md).

6.  Select **Save**.