Description

Configure a new custom URL to enable Engagement Messenger on Safari (Mac and iOS) to fix the loading issue of Virtual Agent chat support in Engagement Messenger when ‘Prevent cross-site tracking’ is enabled.

Release or Environment

Not Applicable

Resolution

Activate the Custom URL [com.snc.customurl] plugin. For more information, see Activate custom URLs.

Note: Before creating a custom URL, ensure to add a CNAME record to your website domain’s DNS records where EM is embedded and set it as your ServiceNow instance URL.

Example:

For example, in the name server for acme.com, you might create an entry: support.acme.com 300 IN CNAME acme.service-now.com

where acme.service-now.com is the ServiceNow instance and acme.com is your website in which Engagement Messenger is embedded. support.acme.com is referred to as custom URL.

1. Navigate to Custom URL > Custom URLs and click New to create a new custom URL.
2. In the domain name field, enter the CNAME record (support.acme.com) that you have set as the ServiceNow instance URL.
3. Click Create.

Note: The new custom URL takes six hours or less for activation.

1. In a text editor, open the HTML file of the web page on your website where you embed Engagement Messenger.
2. In the code, replace the ServiceNow URL with the custom URL (support.acme.com)

Documentation links:

Set a custom URL as the instance URL

https://support.servicenow.com/kb?id=kb%5Farticle%5Fview&sysparm%5Farticle=KB0820070

Associating custom URLs to your instance

Custom URL errors and fixes