Real-time messaging between users in Now Mobile

[Ruben10]

Hi,

We want to have in Now Mobile App a Chat functionality where users can communicate each other based on certain conditions (by country, by region, ...).

I think is possible using Connect Chat or Sidebar chat.

For Connect Chat, this error appears when i try to access:
"The administrator has restricted access to Connect."

For SideBar Chat, we have configured it following a guide but it only works if communication is started from a record.

We want a way where a user can search another user and write him a message (something like WhatsApp).

[Dexter Chan]

Sidebar chat is the newest offering and has replaced the legacy Connect chat. A few releases ago, Sidebar was updated to be able to initiate chats without a record so two ServiceNow users could communicate with each other on an ad hoc basis. 

Here is a video setting up Sidebar with the Now mobile https://youtu.be/oCTqL2eEj1I?t=338

[Tanushree Maiti]

Hi @Ruben10 ,

The issue occurs for Connect Chat because Connect chat has been deprecated. 

Refer: KB2501310 Connect Chat Option on User Profile Widget Is Not Working 

Now Mobile chat is strictly designed for Employee-to-Agent or Employee-to-Virtual Agent communications. It does not support native employee-to-employee messaging as per your requirement.

Alternative:

1. If your goal is to route users to the correct support agent based on region/country, you should leverage ServiceNow Virtual Agent and Agent Chat

2. If you want WhatsApp-like features (searching for users, group chats, push notifications) instantly without building a custom mobile app , you can leverage Native MS Teams or Slack Integration