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 allows users to receive push notifications for new unread chat messages and Virtual Agent notifications when they navigate away from an active conversation. This feature helps users stay informed about ongoing conversations without needing to be actively engaged in the app, preventing unnecessary conversation timeouts.
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Key Features
- Push Notifications: Users can receive notifications for incoming messages even when they are not using the app.
- Automatic Enablement: The Virtual Agent Message Push notification is enabled by default for all users in base system instances.
- Notification Preferences: Users can customize their notification settings through the Self-Service menu.
- Message Content: Notifications reflect actual text from agents, with a fallback to "New Message" if the text cannot be displayed.
Key Outcomes
By enabling push notifications, users can maintain engagement with live and virtual agents while attending to other tasks. This functionality ensures they receive timely updates, reducing the risk of conversation closures due to inactivity. Notifications are processed regularly, although there may be slight delays in delivery.
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
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.
- 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.