Now Mobile notification of unread chat and Virtual Agent messages
Summarize
Summary of Now Mobile Notification of Unread Chat and Virtual Agent Messages
The Now Mobile app enables users to receive push notifications for unread chat messages and Virtual Agent messages even when they navigate away from the app. This feature ensures that users can stay informed about ongoing conversations without needing to remain online at all times, thereby preventing unnecessary timeouts of active chats.
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Key Features
- Automatic push notifications for unread messages when users are away from the app.
- Notifications are available on both iOS and Android devices, requiring users to enable push notifications for the app.
- Notification preferences can be adjusted by users through the Self-Service menu.
- Notifications reflect the actual content of the messages, with a fallback message if content cannot be displayed.
- Push notifications are delivered to the notification center on mobile devices, allowing users to quickly access the Now Mobile app to continue their conversations.
Key Outcomes
By utilizing Virtual Agent mobile push notifications, users can effectively manage their conversations and stay connected with agents, reducing the likelihood of conversations timing out. This feature enhances user engagement and ensures timely communication, even when users are multitasking or away from the app.
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
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 by navigating to .
How Virtual Agent mobile push notifications work
- 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.