--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Conversation-first experience # Conversation-first experience {#ariaid-title1} Release version: Australia Updated April 29, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Conversation-first experience The EmployeeWorks Web App introduces a conversation-first experience by placing an AI-powered chat assistant at the core of the employee interaction. This interface replaces traditional menu-driven navigation with a natural language chat, enabling employees to ask questions, request services, and complete tasks directly from any page. The AI assistant understands intent, executes actions, and delivers relevant content seamlessly across the portal. Show full answer Show less ## Key Features * **Conversation-first interface:** A prominent AI chat and search bar is featured on the home page. As employees type, it expands into a full-page conversation view powered by Moveworks or Now Assist Chat, providing answers, processing requests, and surfacing relevant content. * **Conversation-everywhere:** The chat assistant is accessible from all pages including Home, Inbox, Canvas, and Org Chart, retaining conversation context so employees can continue tasks without interruption. * **Interactive split view:** Employees can view content side-by-side with the chat panel, enabling them to review and act on catalog forms, knowledge articles, tasks, requests, and personalized Canvas pages without leaving the conversation. * **Full-page search:** Expanding the chat into a dedicated workspace shows ranked results from catalog items, knowledge articles, people, and connected tools. Employees can refine queries with follow-up prompts and take action directly from search results. * **Persistent side navigation:** A side menu remains visible on all pages, providing quick access to primary destinations like Home, Inbox, Canvas, and Org Chart, even during chat or split-view sessions for easy context switching. * **Follow-up chats:** The assistant maintains context across multiple chat turns, allowing employees to ask detailed follow-up questions that are grounded in source content, improving clarity and depth of information retrieval. * **Mobile responsiveness:** Basic browser responsiveness supports mobile devices; however, advanced conversational features like full-page chat and bi-directional pages have limited mobile browser support. ## Key Outcomes This conversation-first approach simplifies the employee experience by making service requests and information retrieval intuitive and efficient. Employees benefit from continuous, context-aware conversations that reduce navigation complexity and improve productivity. The integration of AI-powered chat across all portal pages ensures seamless task completion and quick access to essential resources in natural language, enhancing overall user satisfaction. EmployeeWorks Web App places a conversational AI assistant at the center of the employee experience. Employees ask questions, request services, and complete tasks in natural language from every page. EmployeeWorks Web App replaces menu-driven navigation with a chat-first interface. Employees describe what they need in plain language. The AI assistant interprets the intent, runs the action, and surfaces the right content from any page in the portal.{#eslate-conversation-first__eslate-conversation-first-para-1} ## Conversation-first {#eslate-conversation-first__section-conversation-first} The home page features a prominent AI-powered chat and search bar. Employees interact with the chat in natural language. When employees start typing, the bar expands into a full-page conversation view. The view is powered by Moveworks or Now Assist Chat. The view displays answers, processes requests, and surfaces relevant content. ## Conversation-everywhere {#eslate-conversation-first__section-conversation-everywhere} The chat assistant follows employees across every page in EmployeeWorks Web App. Employees open the chat from the Home, the Inbox, the Canvas, the Org Chart, or any other page. The assistant retains the active conversation context across pages. Employees continue any task without restarting the chat. ## Interactive split view {#eslate-conversation-first__section-interactive-split-view} The split view opens content alongside the chat panel. Employees review, act on, or navigate content without leaving the conversation. Employees work with the following content types in the split view: * Catalog forms: Request forms that employees fill out and submit in the panel. * Knowledge articles: Policies and reference documents that open in full. * Tasks and requests: Active work items such as approvals or support tickets. * Canvas pages: Personalized dashboard views with widgets for the employee. {#eslate-conversation-first__ul_split-view-content-types} ## Full-page search {#eslate-conversation-first__section-full-page-search} The full-page search expands the chat into a dedicated workspace. Employees see ranked results from catalog items, knowledge articles, people, and connected tools in a single view. Employees refine the query with follow-up prompts. Employees take action on any result without leaving the search experience. Conversational responses show sources from all connected content. ## Persistent side navigation {#eslate-conversation-first__section-persistent-side-navigation} The persistent side navigation menu provides quick access to core areas of EmployeeWorks Web App from any page. The menu lists the Home, Inbox, Canvas, Org Chart, and other primary destinations. The menu stays visible during chat and split-view sessions. Employees switch context with one selection. ## Follow-up chats {#eslate-conversation-first__section-follow-up-chats} The chat assistant retains conversation context across turns. Employees ask follow-up questions in the same chat. Each follow-up answer stays grounded in the source content. Employees explore specific details without scanning the full document. For example, an employee asks about a travel policy and then asks a follow-up question about expense limits. Note: Mobile responsiveness is supported through browser responsiveness. However, mobile browser responsiveness for the conversational experiences like full-page chat and bi-directional pages is limited.