--- sourceDocument: Brazil Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Notification of unread chat messages # (Legacy) Now Mobile notification of unread chat and Virtual Agent messages {#ariaid-title1} Release version: Brazil Updated September 10, 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 (Legacy) Now Mobile notification of unread chat and Virtual Agent messages The Now® Mobile app supports push notifications for unread chat and Virtual Agent messages when users navigate away from an active conversation. This feature helps users stay informed and engaged with live and virtual agents without needing to remain actively online. It is especially useful for asynchronous conversations or when users are waiting for agent availability but need to multitask. Show full answer Show less ## Enabling Virtual Agent Message Push Notifications To receive these notifications, users must enable push notifications for the Now Mobile app on their iOS or Android devices. In base system instances, Virtual Agent Message Push notifications are enabled by default for all Now Mobile users. Users can customize their notification preferences via **All \> Self-Service \> My Notification Preferences**. ## How Virtual Agent Mobile Push Notifications Work * Notifications inform users about new, unread chat messages from live agents and Virtual Agent messages. * Push notifications appear in the device's notification center or lock screen, allowing users to tap and directly open the related conversation in the Now Mobile app. * These notifications do not appear under the app's notifications tab nor generate badge numbers on the Now Mobile app icon; however, badge counts appear on the Virtual Agent quick launch icon within the app. * The system periodically runs a scheduled job every 60 seconds to identify unread messages, batch them, and generate push notifications delivered to inactive mobile clients. * Due to processing intervals, notifications might arrive out of order or with slight delays. ## Notification Content Details * Push notifications display the actual text from live or virtual agents. * If a message cannot be converted to text (e.g., rich controls), a placeholder text "New Message" is shown. * System action messages shown during conversations are generally excluded from notifications, except for the critical live agent timeout message ("The conversation is timing out, are you still there?"), which is sent as a push notification due to its time-sensitive nature. ## Benefits for ServiceNow Customers This notification feature enhances user engagement with chat and Virtual Agent interactions by providing timely updates outside the app, reducing the chance of conversation timeouts, and enabling users to manage their communication efficiently while multitasking or away from the app interface. When Now® Mobile app users navigate away from the app after starting an active conversation, they can automatically receive Virtual Agent mobile push notifications informing them of new, unread chat messages and  Virtual Agent notifications that have arrived. Now Mobile users might need to leave an active conversation for various reasons. They could be waiting for an available agent and decide to handle other tasks instead. Or, they could be engaged in a long-running (asynchronous) conversation and do not need to be online concurrently with an agent. Now Mobile users can check Virtual Agent push notifications to get timely information about their current conversations when they're away from the app. These push notifications enable them to stay engaged with live and virtual agents and avoid unnecessary conversation closures (timeouts). ## Enabling Virtual Agent message push notifications {#va-mobile-unread-messages__section_bk4_ylx_wsb} To receive Virtual Agent mobile push notifications, your users must enable push notifications for the Now Mobile app on their iOS or Android devices. In base system instances, the Virtual Agent Message Push notification is automatically enabled for all Now Mobile users. Users can modify their [notification preferences](https://www.servicenow.com/docs/access?context=next-experience-notifications-preferences&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US) by navigating to AllSelf-ServiceMy Notification Preferences. ## How Virtual Agent mobile push notifications work {#va-mobile-unread-messages__section_o1t_rnx_qsb} Virtual Agent push notifications display information about incoming, unread chat messages from agents and any Virtual Agent messages. The push notifications are listed in the notification center (lock screen) of mobile devices. Users tap a push notification in the list to open the Now Mobile app and continue the corresponding conversation.Figure 1. Example Virtual Agent push notifications in the Now Mobile app Note: Virtual Agent push notifications are not displayed under the notifications tab in the Now Mobile app. These push notifications also do not generate associated badge numbers on the Now Mobile app icon. However, badge numbers are displayed on the Virtual Agent quick launch icon within the app. To process unread chat or Virtual Agent messages and deliver them to Now Mobile users, the system does the following: * Checks which user accounts are registered to receive push notifications. * Determines the mobile clients (devices) that are not in use. * Runs the Generate Virtual Agent Push Notification scheduled job every 60 seconds to: * Identify and batch new unread messages. * Add unread messages records to the Push Notifications \[sys_cs_message_notification\] table, which generates the Virtual Agent push notifications. * Delivers Virtual Agent push notifications to Now Mobile users away from the app. Depending on when the Generate Virtual Agent Push Notification scheduled job processes new unread messages, push notifications might not arrive in the order that they were generated, and it might take slightly longer than one minute for push notifications to arrive. {#va-mobile-unread-messages__ul_ofq_vnz_qsb} {#va-mobile-unread-messages__ul_dy1_3nz_qsb} ## Virtual Agent push notification message content {#va-mobile-unread-messages__section_md5_y4z_qsb} The content of Virtual Agent push notification messages sent to Now Mobile users reflects the actual text from the live or virtual agent. If a text representation of the message, such as a rich control, cannot be generated, the text New Message is displayed instead. Note: System action messages that are displayed to users during live chat or virtual agent conversations are not included in Virtual Agent push notifications or in the count of unread messages. The exception is the system message for the live agent timeout: The conversation is timing out, are you still there? This message is sent as a push notification since it is time-sensitive and informs users that the conversation might be closed if they do not respond. *[\>]: and then