--- sourceDocument: Australia Mobile Configuration and Navigation sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/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 that combines search and chat functionalities within your organization's mobile support portal or application. It enables seamless switching between multiple conversations, provides synthesized responses with inline citations, and grants access to knowledge articles and catalog items. This integration improves how users interact with Virtual Agent, making support more efficient and informative. Show full answer Show less ## Accessing Enhanced Chat You can open Enhanced Chat by either tapping the Now Assist icon on the mobile home page or by entering your request in the home page search bar, which launches the Virtual Agent chat interface. Depending on your organization's setup, the search bar may expand into a full-page chat experience for a more immersive interaction, or remain a quick search tool without navigating away. ## Chatting with the Virtual Agent * Ask questions or describe issues in natural language; the Virtual Agent analyzes inputs and provides synthesized answers, relevant knowledge articles, and suggested next steps. * You can switch between multiple active chats and resume previous conversations anytime. * Responses are consolidated from multiple sources, with citations accessible via a Sources button for transparency and further exploration. * If queries are unclear, the Virtual Agent asks clarifying questions to deliver precise guidance. ## Suggested Actions After completing a chat topic, suggested actions appear under a "Here's what you can do next" header. Selecting an action initiates it directly within the chat, carrying over relevant details to streamline the process. ## Knowledge Base and External Content Citations * Responses are generated using your organization's knowledge base articles, with inline citations linking to the original content. * If enabled, external content connections allow searching of additional sources such as Microsoft SharePoint, Confluence, Jira Cloud, Google Drive, Microsoft Teams, Slack, predefined web sources, and ServiceNow documentation. * Source icons indicate the type of content (e.g., table, PDF, incident report), helping users assess the origin and relevance of information. ## Doc QnA and File Uploads Doc QnA lets you upload documents (PDF, Word, JPEG, PNG) up to 5 MB directly into the chat. The Virtual Agent can then summarize the document or answer questions based on its content, enhancing support with personalized document analysis. ## ServiceNow AI Lens This feature uses generative AI to scan and interpret images from your device. You can select an existing image or take a new photo, then provide input on how it should be analyzed, enabling rich data extraction and insights through the chat interface. ## Web Search Mode Web Search Mode allows you to search the internet from within the chat, returning external search results rather than internal company data. A banner indicates when this mode is active, which can be toggled on or off as needed. ## Feedback, Support, and Notifications * You can rate Virtual Agent responses with thumbs up or down to help improve support quality. * If the Virtual Agent cannot resolve an issue, options may include connecting to a live agent, resetting the conversation, or creating an incident report, depending on your organization's configuration. * Push notifications alert you to progress on requests submitted via Virtual Agent; tapping notifications opens the related chat for easy follow-up. ## People Citations With Knowledge Graph enabled, you can find information about people in your organization directly in chat. Up to three matches appear with inline citations, linking to user profiles and detailed contact and organizational info. ## Practical Benefits for ServiceNow Customers * Enhanced Chat on mobile streamlines user support by combining AI chat with search, knowledge articles, and catalog access in one interface. * It improves issue resolution speed and accuracy through synthesized responses and context-aware suggested actions. * Integration with document uploads and image analysis expands the types of support queries that can be handled directly in chat. * External content connections and web search mode broaden information sources, ensuring comprehensive assistance. * Feedback and escalation options ensure users can get additional help when needed, maintaining a high-quality support experience. 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 [Configuring 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://servicenow-prod.fluidtopics.net/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://servicenow-prod.fluidtopics.net/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 [Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).