Connect Chat on Mobile App

[geet]

Hi All,

I have just started configuring mobile app ( using both Agent Mobile & Now Mobile) and i have a requirement to enable the functionality of Connect Chat over mobile App.

When we open ITIL view on our instance we have the functionality of Connect Chat on the right hand side in the profile as follows.

Can we configure the same in mobile App? If yes, then How ?

2)When we open the service portal, we have chat functionality there as well as follows:

when we click this chat option, a small new window gets opened on my screen for chat as follows:

Can we configure the same over Mobile App? If yes, then how?

Kindly help and suggest how this can be achieved?

Regards,

Geet

[geet]

Hi Jas, 

Thank you for digging in to help me out.

could you please explain steps how you did that?

As i tried it by navigating to below record and inserting quick action menu but it is not taking any value

i created a new update set and chose the below application:

kindly suggest!

[Joshwa Antony S]

Please take a look at this doc: https://docs.servicenow.com/bundle/newyork-mobile/page/administer/mobile-employee/task/add-quick-act...

There is a video attached in this doc which will show step by step procedure to create Quick Menus. Use my screenshots for reference

If you trying for Agent app, create the record in ITSM Mobile scope

If its for Now app, create the records in ServiceNow NowMobile App Screens and Applet Launcher

Please mark my answer correct/helpful if it helps to resolve your question.

Regards,

JAS

[geet]

Hi Jas,

Thank you so much for guidance.

My first part of this question has been answered by you.

I need guidance over the second question as well.

Kindly let me know if you have any idea.

Regards,

Geet

[Joshwa Antony S]

Hello Geet,

Both of your questions are same I guess, Connect chat option in Native mobile Apps which you know how to configure in mobile app using URL type.

I see in your second screenshot your getting a popup with url /$chat_support.do, so follow the same procedure and put this url instead of /$c.do.

Please mark my answer correct/helpful if it helps to resolve your question.

Regards,

JAS

[geet]

Hi Josh,

I tried what you suggested but it didn't work. Both Chats are different. The one for which we already worked yesterday was Connect Chat and it is used via ITIL view to chat with your colleagues.

The Chat icon on the service portal helps to connect with Service Desk agent based upon user profile. If User is from UK chat hits UK service desk, If user is from US chat hits US service Desk. It is used to get help from service desk agents and ask queries.

Also there is some queue that gets generated in the URL. Here is the full screenshot of the chat window:

Also, below is the error which i am getting over phone app: