---
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 standard chat

# Using standard chat on mobile {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 standard chat on mobile

Standard chat on mobile offers ServiceNow customers an intuitive, text-based support experience via a static chat window enhanced with AI-powered responses and integrated knowledge resources.
It enables users to interact with a Virtual Agent to resolve issues, access knowledge articles, and request catalog items seamlessly within their mobile device's support portal or application.
Show full answer Show less  

## Starting and Using Standard Chat

* Open your organization's support portal or app on mobile and tap the Now Assist icon to launch the chat window.
* Engage with the Virtual Agent by typing questions or describing issues in natural language; the agent provides synthesized answers with inline citations and suggests relevant knowledge articles and next steps.
* Responses initially show six lines, with a "Read More" option to view the full content.
* If requests are unclear, the Virtual Agent asks clarifying questions for precise assistance.

## Suggested Actions and Knowledge Integration

* Suggested actions appear after chat topics are completed, allowing users to initiate follow-up tasks directly within the conversation while carrying over relevant details.
* Responses are generated using your organization's knowledge base articles with inline citations linking to the source content.
* If configured, external content connections provide additional searchable resources from platforms such as Microsoft SharePoint, Confluence, Jira Cloud, Google Drive, Microsoft Teams, Slack, and predefined web sources.

## Enhanced Capabilities

* **Doc QnA:** Upload documents (PDF, Word, JPEG, PNG, max 5 MB) to the chat to get summaries or answers based on the document content by tapping the plus icon in the search bar.
* **ServiceNow AI Lens:** Use generative AI to scan, extract, and interpret data from images on your mobile device by either selecting an existing image or capturing a new photo during a Virtual Agent chat.
* **Web Search Mode:** Enable web search mode to query the internet directly from the chat, displaying external results instead of internal company data. A banner indicates when this mode is active.

## Feedback, Support, and Notifications

* Users can provide feedback on Virtual Agent responses using thumbs up/down icons to improve support quality.
* If unresolved, the system can escalate issues by connecting users to live support agents, resetting conversations, or creating incident reports based on organizational configuration.
* Push notifications inform users of progress on requests submitted via Virtual Agent, opening the chat when tapped.

## People Information Access

With Knowledge Graph enabled, standard chat displays up to three people matches inline, linking to user profiles and showing detailed contact and organizational information via citations.

## Practical Benefits for ServiceNow Customers

This mobile standard chat capability empowers users to quickly and conveniently resolve support issues, find relevant knowledge, perform catalog requests, and escalate when needed---all within a unified mobile experience enhanced by AI and integrated content sources. It streamlines support interactions, reduces resolution time, and improves access to organizational resources on the go.  
Standard chat on mobile delivers an intuitive, text-based support experience within a static chat window, enhanced by AI-powered responses and integrated knowledge resources. You can interact with a Virtual Agent to resolve issues, access knowledge articles, and request catalog items all in one place.

## Opening a standard chat {#using-standard-chat-mobile__section_v3t_tsg_bgc}

To begin using standard chat, open your organization's support portal or application on your mobile device. Tap the chat option, which is indicated by a Now Assist icon (![]()) on your mobile home page, to bring up the chat window and initiate a conversation.

## Chatting with the Virtual Agent {#using-standard-chat-mobile__section_ccg_1tg_bgc}

Figure 1. Standard chat

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.

The generated responses display in-line citations to show where information was gathered from, as well as a list of any promoted actions you can take in response to the request. Only the first
six lines of the response are shown, with the remaining lines accessible under the Read More button.
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-standard-chat-mobile__section_tkm_5xg_bgc}

Figure 2. Suggested actions in standard 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-standard-chat-mobile__section_rqj_1yg_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-standard-chat-mobile__section_wxs_byg_bgc}

Figure 3. External citations  
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-standard-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-standard-chat-mobile__section_yqf_3yg_bgc}

Figure 4. 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-standard-chat-mobile__section_f32_syg_bgc}

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-standard-chat-mobile__section_brb_5yg_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-standard-chat-mobile__section_aj4_zyg_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-standard-chat-mobile__section_sb4_bzg_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 Virtual Agent chat in your mobile app.

## People citations {#using-standard-chat-mobile__section_h2m_dzg_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-standard-chat-mobile__section_mzz_jzg_bgc}

For more detailed information on all of standard chat's specific skills, see [Standard chat](https://www.servicenow.com/docs/access?context=nava-standard-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).