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Engagement Messenger reference › Reference › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Case management feature configuration

Understand the configuration of the Cases feature in Engagement Messenger to configure the field values.

FieldDescription
Title textTitle for the feature widget in the messenger.
Subtitle textDescription for the feature widget in the messenger.
Feature launch messageText for the Case form launcher widget in the messenger. For example, if a user provides feedback to a knowledge article that it wasn't helpful, the messenger displays a widget to create a case. Clicking this widget launches a case form for the user to fill and submit.
Feature launch descriptionDescription for the Case form launcher widget in the messenger.

Note: The Case feature is not available for the guest users.

Image omitted: em-cases-feature-widget.png
Engagement Messenger home page displaying case widget to track all your cases and requests.
Image omitted: em-case-launcher.png
Widget displaying Chat with us and Submit a case features along with their description.