Video bot response control

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Video Bot Response Control

    The Video bot response control in ServiceNow's Virtual Agent allows you to integrate videos into conversation topics. It includes a navigation button that enables users to watch the video before proceeding, enhancing user engagement and information delivery.

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    Key Features

    • Node Properties: Customize the node with a unique name, card type (YouTube Video Card), and template layout for video presentation.
    • Video Details: Map data fields such as title, description, and the YouTube Video ID for seamless integration and identification.
    • Navigation Button: A default "Got it" button can be renamed (e.g., "Continue") for user clarity in progressing the conversation.
    • Conditional Display: Use no-code or low-code conditions to determine when the video node appears in the conversation.
    • Channel Support: Video display may differ across platforms, with specific support outlined for Web UI, Mobile UI, Microsoft Teams, Slack, and Workplace.

    Key Outcomes

    By utilizing the Video bot response control, ServiceNow customers can effectively enhance user interactions within their Virtual Agent implementations. This feature allows for rich media integration, ensuring users can consume content at their own pace, leading to improved engagement and satisfaction with the service experience.

    Use the Video bot response control in a Virtual Agent topic to include a video in the conversation.

    The Video bot response control includes a navigation button, which gives users time to watch the video. If you want the user to the watch the video before continuing with the conversation, use this navigation button.

    When users have finished watching the video, they can click the navigation button to continue with the conversation.

    Note:
    Topic authors can also use the Card bot response control to include a video in conversations. However, the Card bot response control doesn't include the navigation button, which gives users time to watch the video.

    Video bot response control properties

    Property Description
    Node name Name that identifies this video bot response control node in the topic flow.
    Card type Type of card. Select YouTube Video Card.
    Note:
    In the Washington DC release, only YouTube video cards are supported.
    Template A visual representation of the layout of the video included in the card.
    Map data to fields on the card Fields that correspond to the numbers shown on the template. These fields are the following:
    • Title: Title of the card.
    • Title Link: URL to any relevant content.
    • Description: Description the card, such as the topic the video addresses.
    • YouTube Video ID: Unique identifier for the video used in the card. This identifier is the string following the equal sign (=) at the end of the video's URL path.

      For example, in the path shown below, the video identifier is FVgtjdEOa5M.

      In the URL www.youtube.com/watch?v=FVgtjdEOa5M, the video identifier is FVgtjdEOa5M.

      In this URL, the video identifier is the video ID in curly brackets.
    Advanced
    Navigation button label Navigation button used to continue with the conversation.

    By default, the button is labeled Got it, but you can change it. For example, you change the label to Continue.

    Users click this navigation button in the chat window to continue with the conversation.
    Hide this node
    Conditionally show this node if

    No-code condition statement or low-code script that specifies a condition for presenting this node in the conversation. The condition must evaluate to true.
    Node Conditions
    Expression logic to specify a condition for presenting this topic to users. The condition must evaluate to true. You can set this field using either the condition builder or a script.
    • Condition: Use the condition builder to add or edit conditions.
    • Script: Use the script editor to create or edit a script that contains a condition statement.

    Channel support

    Note:
    The way the Video bot response displays videos may vary across channels. For example, the video display you see in Slack messages may be different from what you see on Microsoft Teams or Workplace from Facebook. Also, if an embedded player is supported on that channel, the player is included in the display. For more information about channels, see the documentation for the channel you're using.
    Table 1. Channel support for the Video bot response control
    Channel Support Constraints
    Web UI Supported None
    Mobile UI Supported None
    Now Assist panel Not supported Not applicable
    Microsoft Teams Supported The video control displays a thumbnail image of the video that users select to open the video in their preferred web browser.
    Slack Supported Conversational Integration with Slack version 2.0.0 and later.

    The video control displays a thumbnail image of the video that users select to open the video in their preferred web browser.
    Workplace Supported None
    Facebook Messenger Not supported Not applicable
    SMS Twilio Not supported Not applicable
    LINE Not supported Not applicable
    WhatsApp Not supported Not applicable
    Apple Messages for Business Not supported Not applicable
    Alexa (Voice) Not supported Not applicable

    Example Video bot response control

    Note:
    Virtual Agent Designer controls may display and function differently in other channels.
    Response properties Card output
    Figure 1. Video bot response control basic properties
    Basic properties include the node name, card type, template, title, title link, description, and YouTube video ID.
    Figure 2. Video bot response output on the Web client with the navigation button
    Video card with the header, "Returning to work using Safe Workplace Suite" and a description and a "Continue" navigation button.
    Figure 3. Video bot response output on the Web client without the navigation button
    Video card with the header, "Returning to work using Safe Workplace Suite" and a description.