---
title: Engagement Messenger for Customer Service Management
description: By using the ServiceNow Engagement Messenger application, your customers use self-service to find the information or service that they need from your third-party web applications that are outside of the ServiceNow environment.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/engagement-center.html
release: australia
product: Customer Self-service and Omnichannel Engagement
classification: customer-self-service-and-omnichannel-engagement
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Engagement Messenger, Set up self-service, Configure, Customer Service Management]
---

# Engagement Messenger for Customer Service Management

By using the ServiceNow® Engagement Messenger application, your customers use self-service to find the information or service that they need from your third-party web applications that are outside of the ServiceNow environment.

## Request apps from the ServiceNow Store

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).

## Engagement Messenger benefits

With the Engagement Messenger application, you can manage how your customers use your web applications and services from one central location. You can also configure the behavior and styling of the messenger and deploy the configuration on the websites or mobile sites of your choice.

Engagement Messenger provides the following benefits:

-   Let your customers access your services from within an integrated messenger in your third-party websites.
-   Integrate customer support capabilities via a no or low-code configuration.
-   Meet your customer needs faster with these pre-packaged features:
    -   Case management including case types
    -   Service catalog requests
    -   Virtual and live agent chat
    -   Field service management
    -   Appointment booking for field service
    -   Walk-up appointment booking
    -   Knowledge article search that is powered by ServiceNow® AI Search

For more information about the Engagement Messenger application, see [Features of Engagement Messenger](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/features-of-engagement-messenger.md).

To get started with the Engagement Messenger application, see [Set up Engagement Messenger](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/setting-up-engagement-messenger.md).