Using premium chat
Premium Chat delivers a hybrid conversational experience that combines the flexibility of web-based Now Assist capabilities with the native mobile interface.
Opening Premium Chat
To begin using Premium Chat, open your organization's support portal or application on your mobile device. You have two ways to open Premium 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 start a conversation, automatically opening the Virtual Agent chat window.
Chatting with the virtual agent
Enter your questions or describe your issue in plain, natural language. The agent processes your input and returns synthesized answers, relevant knowledge articles, and recommended next steps. Switch between multiple active chats and continue previous agent conversations at any time.
Generated responses synthesize multiple sources into one cohesive summary. Tap the Sources button following a summary to view the knowledge articles Now Assist cited to generate its response.
If your request is unclear or ambiguous, the agent displays clarifying questions to gather more information.
Suggested actions
Suggested actions provide next steps related to your Virtual Agent conversation. After completing a chat topic or request, suggestions appear as links within the generated AI response. Selecting a suggested action initiates it directly in the same conversation, carrying over relevant details such as your name.
Doc Q&A
Doc Q&A 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 is 5 megabytes (MB).
To attach a file to your conversation, tap the plus icon (+) in your search bar.
Unified search
Premium Chat combines chat and search capabilities in one experience. When using the search bar, standard search results appear alongside the option to direct your query to the Now Assist Virtual Agent.
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 after you end web search.
For additional information, see Using Now Assist web search on mobile.
Granular feedback
Rate Virtual Agent responses using the thumbs up or thumbs down icons. Tapping either icon opens a form where you can provide detailed feedback about your Virtual Agent interaction.
Voice input
Use your device microphone to speak your queries instead of typing with Mobile AI Voice Agent. Tap the microphone icon in the chat input field to start voice input. Your speech is transcribed and sent as a chat message.
For more information, see Using Mobile AI Voice Agent.