HTML bot response control

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of HTML bot response control Extend ServiceNow AI Platform capabilities

    The HTML bot response control in the ServiceNow Virtual Agent allows you to display static HTML text within bot responses. It is important to transition from using this control for card layouts to the Card bot response control for better functionality.

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    Key Features

    • Security Measures: An HTML sanitizer script automatically checks and cleans HTML markup to prevent cross-site scripting attacks. You can customize this script to adjust which HTML elements are preserved or removed.
    • Control Properties: You can define the node name, HTML message, and set maximum height and width for the HTML output display in third-party messaging apps.
    • Conditional Display: Nodes can be conditionally shown based on no-code or low-code conditions specified in the conversation flow.
    • Channel Support: The HTML output supports various messaging applications, but rendering may differ, especially in Microsoft Teams where HTML appears as an image.

    Key Outcomes

    By utilizing the HTML bot response control, ServiceNow customers can enhance their Virtual Agent interactions with rich HTML content while ensuring security and compatibility across different messaging platforms. It’s crucial to be aware of how content displays in each channel to optimize user experience.

    Use the HTML bot response control to display static HTML text in the Virtual Agent bot response.

    Note:
    If you created conversations in earlier releases that use this bot response control to generate card layouts, consider updating your conversations to use the Card bot response control. The Card displays information from a record in your instance and contains a link to that related record.

    Security considerations for HTML markup

    For security reasons, an HTML sanitizer script runs automatically and checks all HTML markup used in the instance, including Virtual Agent conversations. The sanitizer script removes elements or attributes that might enable cross-site scripting attacks. You can edit the HTML sanitizer script to change the list of markup items to be preserved or removed. For details, see HTML sanitizer. For examples of adding markup items to the exclusion or inclusion lists, see Configure HTML sanitizer.

    To disable the HTML sanitizer script only for Virtual Agent conversations, add the com.glide.cs.html.sanitizer.enabled system property and set the value to false. For details about creating a system property, see Add a system property.

    HTML bot response control properties

    Property Description
    Node name Name that identifies this HTML bot response control node in the topic flow.
    HTML message HTML output to be displayed. Click the Script icon Script icon. to open the HTML editor and enter the HTML text.
    Height (Pixel) Maximum height of the area for displaying HTML output in third-party messaging applications.
    Width (Pixel) Maximum width of the bot bubble for displaying HTML output in third-party messaging applications.
    Advanced
    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.

    Channel support

    Note:
    As shown in the examples, HTML output can vary in third-party messaging applications. Determine an appropriate Height and Width area by setting initial height and width values, previewing the HTML output in the messaging applications you intend to use, and then adjusting the height and width values.
    Table 1. Channel support for the HTML bot response control
    Channel Support Constraints
    Web UI Supported None
    Mobile UI Supported None
    Now Assist panel Supported None
    Microsoft Teams Supported Since HTML is rendered as an image in Microsoft Teams, other controls are recommended. For example, use images or cards instead of HTML for Microsoft Teams.
    Slack Supported None
    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) Partial support Supported on devices with screens. For nonscreen devices, the user receives a message: We found a link. For details, see Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience.

    Example HTML bot response output

    The HTML bot response shows a static HTML as a chat response. This example includes an image, headings, and paragraph text. The web UI presents this content as HTML. The Slack, Microsoft Teams, and Workplace user interfaces display the same content as a PNG image. URL links within the HTML are extracted and displayed below the image. The URL can be either an absolute or a relative link. If you use a relative link, it must be relative to the ServiceNow instance.

    Note:
    Virtual Agent Designer controls may display and function differently in other channels.
    HTML bot response properties HTML bot response output
    Figure 1. HTML bot response control basic properties
    Basic properties include the node name, HTML message, height, and width.
    Figure 2. Web UI HTML output
    A chat window shows the company logo with a header, subheader, and body text.