---
title: Configure engagement settings
description: Define how end users are engaged to self-solve issues. Virtual Agent is the only notification channel used to engage users. As a fallback, an incident can be created or routed to a live agent.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-operations-management/digital-end-user-experience-dex/configuring-engagement-settings.html
release: australia
product: Digital End-User Experience \(DEX\)
classification: digital-end-user-experience-dex
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Set up Proactive Engagement, Configure, Digital End-User Experience, IT Operations Management]
---

# Configure engagement settings

Define how end users are engaged to self-solve issues. Virtual Agent is the only notification channel used to engage users. As a fallback, an incident can be created or routed to a live agent.

## Before you begin

Role required: admin

## Procedure

1.  Navigate to **All** > **SOW** > **DEX Administration** > **Metric rules** > **Create metric rule**.

2.  Select the CI and alert action.

3.  In the **Resolution type** field, select a type, and then select **Continue to Engagement Settings**.

    \[Omitted image "engagement-settings.png"\] Alt text: Define the engagement settings

4.  On the Engagement settings screen, fill in the fields to define how the end user is engaged to resolve the issue.

5.  Select **Add Resolution**.