--- sourceDocument: Australia Mobile Configuration and Navigation sourceDocumentLink: https://www.servicenow.com/docs/r/australia/mobile Release : - australia ft:locale : - en-US ft:publication_title : - Australia Mobile Configuration and Navigation ft:clusterId : - mobile bundleId : - mobile workflow : - Development, Data and Analytics --- # Using enhanced chat # Using enhanced chat on mobile {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 Using enhanced chat on mobile Enhanced Chat on mobile delivers an AI-powered conversational support experience within your organization's support portal or application. It integrates search, chat, and knowledge management functions to help users quickly find answers, access catalog items, and interact with multiple conversations seamlessly. This feature supports synthesized responses with inline citations, document Q\&A, and both internal and external content searches. Show full answer Show less ## Accessing Enhanced Chat You can start Enhanced Chat by either tapping the Now Assist icon on your mobile home page or entering a request in the home page search bar. Depending on your organization's setup, the search bar may expand into a full-page chat interface, allowing more immersive interactions without leaving your current view. ## Key Features * **Virtual Agent Interaction:** Enter natural language queries to receive synthesized answers, relevant knowledge articles, and suggested next steps. The agent clarifies ambiguous requests through follow-up questions. * **Multiple Conversations:** Switch between active chats and continue previous sessions to maintain context across interactions. * **Suggested Actions:** After completing a topic, actionable suggestions appear for direct follow-up steps within the same conversation, carrying over relevant details. * **Knowledge Base and External Content Citations:** Responses include inline citations of your organization's knowledge articles, with support for external content connections such as Microsoft SharePoint, Confluence, Jira Cloud, Google Drive, Microsoft Teams, Slack, and predefined web sources. * **Doc QnA:** Upload documents (PDF, Word, JPEG, PNG up to 5MB) for the Virtual Agent to analyze and provide summaries or answers based on the content. * **ServiceNow AI Lens:** Use generative AI to scan and interpret images from your device camera or gallery directly within a chat session, with options to specify analysis instructions. * **Web Search Mode:** Switch to internet search within the chat to receive external web results instead of internal data. A banner indicates when this mode is active. * **People Citations:** If Knowledge Graph is enabled, find detailed contact and organizational information about people with inline citations and profile links. ## Customer Experience Enhancements * **Feedback Mechanism:** Rate Virtual Agent responses with thumbs up/down to improve support relevance and accuracy. * **Live Support Escalation:** If the Virtual Agent cannot resolve an issue, options to connect to a live agent, reset the conversation, or create an incident report are available based on organizational configuration. * **Push Notifications:** Receive notifications on request progress; tapping them reopens the associated chat for easy follow-up. ## Practical Benefits for ServiceNow Customers This enhanced chat capability streamlines mobile support interactions by combining AI-driven search, knowledge management, and conversational assistance. It empowers users to resolve issues faster, engage with rich content sources, and escalate when necessary, all within a seamless mobile interface. These features improve user satisfaction and reduce support resolution times while maintaining access to comprehensive organizational knowledge. Enhanced Chat on mobile offers a dynamic conversational support experience that integrates powerful AI-driven search and chat capabilities. You can seamlessly switch between multiple conversations, receive synthesized responses with inline citations, and access both knowledge articles and catalog items. ## Opening an enhanced chat {#using-enhanced-chat-mobile__section_pmq_vmv_bgc} To begin using standard chat, open your organization's support portal or application on your mobile device. From here, you have two ways to open enhanced chat: * Tap the Now Assist icon (![]()) on your mobile home page to open a chat window. * Enter your request into the home page search bar to initiate a conversation, automatically opening the Virtual Agent chat interface. {#using-enhanced-chat-mobile__ul_emt_j4v_bgc} Depending on your organization's configuration, the search bar on your mobile support portal can expand into a full-page chat experience. If full-page chat isn't enabled, the search bar remains in its standard form, providing quick search capabilities without navigating away from your current view. For information on configuring full-page search, see [Configure assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). ## Chatting with the Virtual Agent {#using-enhanced-chat-mobile__section_dt5_tpv_bgc} Figure 1. Enhanced chat Enhanced chat combines chat and search capabilities in one. When using the search bar, regular search results appear in addition to the option to direct your query to the Now Assist Virtual Agent. When chatting with the Virtual Agent, you can enter your questions or describe your issue in plain, natural language. The agent will analyze your input and respond with synthesized answers, suggest relevant knowledge articles, and provide you with suggested next steps. Switch between multiple active chats and continue previous agent conversations at any time. The generated responses synthesize multiple sources into one cohesive summary. The sources that Now Assist cited to generate its response can be accessed by tapping on the Sources button below the summary. If your request is unclear or ambiguous, the agent will prompt you with clarifying questions to better understand your needs, ensuring accurate and helpful guidance. ## Suggested actions {#using-enhanced-chat-mobile__section_iyk_xqv_bgc} Figure 2. Suggested actions in enhanced chat Suggested actions provide you with next steps you can take related to your Virtual Agent conversation. After completing a chat topic or request, these suggestions appear under a Here's what you can do next header. Selecting a suggested action initiates it directly in the same conversation, carrying over any relevant details such as your name. For more information on configuration, see [ServiceNow® Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) ## Knowledge base citations {#using-enhanced-chat-mobile__section_eft_bsv_bgc} Virtual Agent generates its responses using your organization's knowledge base articles. You can tap inline citations to view the ServiceNow knowledge articles that were used to generate the response. ## External content connections citations {#using-enhanced-chat-mobile__section_xj3_2sv_bgc} If external search sources have been configured by your organization, you can search through external content connections. This can include information from attachments and knowledge blocks, or from the following list of content connections: * Microsoft SharePoint * Confluence * Atlassian Jira Cloud * Google Drive * Microsoft Teams * Predefined web sources * ServiceNow documentation * Slack {#using-enhanced-chat-mobile__ul_wsc_dyg_bgc} Sources display with icons that indicate the type of record type each source is, such as a table, PDF, incident report, and so on For more information about external content connections, see [External Content Connectors](https://www.servicenow.com/docs/access?context=ext-cont-connectors-landing-page&version=australia&pubname=australia-platform-administration&ft:locale=en-US). ## Doc QnA {#using-enhanced-chat-mobile__section_fkm_3sv_bgc} Figure 3. Mobile Doc QnA Doc QnA enables you to upload documents to your Virtual Agent conversation. Now Assist can then generate a summary or answer questions using the document you provided. The assistant can analyze file formats including text and image files such as PDF, Word (.doc, .docx), JPEG, and PNG. The maximum file size of a file is 5 megabytes (MB). To attach a file to your conversation, tap the plus icon (![]()) in your search bar. ## ServiceNow AI Lens {#using-enhanced-chat-mobile__section_trn_msv_bgc} Figure 4. ServiceNow Lens for mobile ServiceNow AI Lens leverages generative AI to scan, extract, and interpret data from your mobile device. When you start a new Virtual Agent chat, select Show all my options to view the option to open ServiceNow AI Lens. Now Assist then gives you the option to choose an existing image or open your camera app to take a new photo. Once an image is selected, Now Assist allows you to input additional directions for how the image should be analyzed. For more information, see [ServiceNow AI Lens for mobile](https://www.servicenow.com/docs/oGpFdOLd5wQ0FNswtENrHw "ServiceNow AI Lens enables you to harness generative AI to scan, extract, understand, and synthesize data directly from your phone or tablet, making it easy to optimize your workflows on the go."). ## Web search mode {#using-enhanced-chat-mobile__section_ock_btv_bgc} Figure 5. Mobile web search mode Web search mode in Now Assist enables you to search the internet directly from within your chat, displaying external results rather than internal company information. Select the Start web search mode icon (![]()) to enter web search mode. While active, all user queries are answered using internet search results, and a banner shows that web search mode is enabled. The identifying banner disappears once web search mode is ended. For additional information, see [Using Now Assist web search on mobile](https://www.servicenow.com/docs/r8z2XlV2P9eYYG0GIF~~mw "Web search mode for Now Assist lets you perform an internet search from within Now Assist, showing external results from outside your organization."). ## Feedback and additional support {#using-enhanced-chat-mobile__section_eqq_2tv_bgc} The chat experience is further enhanced by feedback mechanisms that invite you to rate the Virtual Agent responses with thumbs up or down icons. This feedback helps to continually improve the quality and relevance of the support provided. If you find that your issue can't be resolved through the Virtual Agent alone, the system is designed to offer further assistance by connecting you to a live support agent, allowing you to reset the conversation, or enabling you to create a formal incident report, depending on how your organization has configured the support environment. ## Push notifications {#using-enhanced-chat-mobile__section_cmp_gtv_bgc} Figure 6. Virtual Agent push notifications When progress has been made on a request submitted via Virtual Agent, you'll receive a push notification. Tapping the notification opens the corresponding Virtual Agent chat in your mobile app. ## People citations {#using-enhanced-chat-mobile__section_l3f_3tv_bgc} Figure 7. People citations in standard chat You can find information about people in your organization if you have Knowledge Graph activated. The system displays up to three possible matches, with inline citations and a Sources section for more details. Selecting a person's name takes you to their user profile, while selecting the numbered citation shows a popover with details like manager, location, email, teams, phone, and shared files. ## Additional resources {#using-enhanced-chat-mobile__section_bzy_mtv_bgc} For more detailed information on all of standard chat's specific skills, see [Enhanced chat](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). For information on configuring Virtual Agent, see [Configure assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).