Capturing information from a user in a LINE chat conversation

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Capturing information from a user in a LINE chat conversation

    This capability enables ServiceNow customers to design and manage interactive conversations with users via LINE chat using Virtual Agent Designer. The tool offers a set of user input controls and bot response types to create engaging, structured dialogues that capture user information effectively within the LINE messaging environment.

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    User Notification Consent

    Users must explicitly opt in to receive notifications through LINE. Consent can be granted by users typing "Notification" in the chat, which triggers a bot response offering subscription options. Administrators can also configure subscription management options through the ServiceNow portal to govern user notification preferences.

    User Input Controls

    The integration supports various input controls in Virtual Agent Designer to collect different types of user data within LINE conversations:

    • Text: Users enter plain text, limited to 5000 characters.
    • Static Choice: Users select from predefined lists presented as quick replies (up to 13 per page, with pagination for more). The label length is limited to 20 characters.
    • Boolean: Simple yes/no responses.
    • File Picker: Users can upload files of types JPG, PNG, BMP (images up to 10 MB) and MP4 videos (up to 200 MB).
    • Date Time: Users select dates, times, or both from a calendar interface.
    • Carousel: Users select an item from a carousel of images (up to 10 per page with pagination). Titles and descriptive text have character limits (40 and 60 characters respectively).

    System properties in ServiceNow allow customization of pagination limits for choices and carousel cards.

    Bot Responses

    The application supports several bot response types in conversations to provide rich interactions:

    • Text: Plain text messages.
    • Image: Sending images to users.
    • Link: Sharing web links.
    • Web UI Image Card Output: Compact content cards combining images and text from records.
    • Table: Displaying information formatted as tables.

    These response types help create dynamic and informative conversations tailored to user needs.

    Practical Implications for ServiceNow Customers

    By leveraging these input controls and bot responses within Virtual Agent Designer for LINE chat, customers can build conversational agents that collect user data efficiently, handle user consent for notifications compliantly, and deliver rich, interactive experiences. This capability supports streamlined communication and automation in customer engagement scenarios on the widely used LINE messaging platform.

    Use the collection of input controls provided by the Virtual Agent Designer to prompt and capture information from the user in a LINE chat conversation.

    Virtual Agent Designer is a diagram tool for creating and managing topics, which are blueprints for conversations between a virtual agent and user. For more information, see Using Virtual Agent Designer.

    User notification consent

    Users must opt in to receive notifications. No notifications can be delivered until the user grants consent.

    There are two ways for users to grant consent to receive notifications:
    • The user can enter Notification into the LINE chat with your business. The user gets a bot response with the option to subscribe or unsubscribe from receiving notifications for your business on LINE.
    • As an administrator, you can set up the option for users to subscribe or unsubscribe from notifications from your portal. See Subscription-based notifications for more information.

    User input controls

    The Conversational Integration with LINE application supports the following user input controls in Virtual Agent Designer.

    Table 1. Supported user input controls
    User input control Description
    Text User enters a plain text string in the conversation.

    The maximum character limit is 5000 characters.
    Static Choice User selects an item from a predefined list.

    In a quick reply, the label has the maximum character limit of 20 characters. At a time, a user can view only 13 quick replies. If there are more than 13 quick replies, the pagination format is used to view more options. The default value of the maximum number of replies for a page is set in the sn_va_line.max.picker.choices system property. The property is located in the System Property [sys_properties] table.
    Boolean User enters a Boolean response to the bot. For example, the user can reply Yes or No in a chat conversation.
    File Picker User sends a file to the bot.
    The supported file types are JPG, PNG, BMP, and MP4. Files have a maximum size limit based on file type:
    • For images, the maximum size limit is 10 MB.
    • For videos, the maximum size limit is 200 MB.
    Date Time User selects a calendar date, time (hours and minutes), or both.
    Carousel User selects a single item from the carousel.

    In a carousel, the title for an image has a maximum limit of 40 characters and the text for the image has a maximum character limit of 60 characters. At a time, a user can view only 10 images. If there are more than 10 images, the pagination format is used to view more options. The default value of the maximum number of images in the carousel for a page is set in the sn_va_line.max.carousel.cards system property. The property is located in the System Property [sys_properties] table.

    For more information about configuring user input controls, see Virtual Agent Designer user input controls.

    The Conversational Integration with LINE application supports the following bot responses in Virtual Agent Designer.

    Table 2. Supported bot responses
    Bot response Description
    Text Bot sends a plain text string to the user.
    Image Bot sends an image to the user.
    Link Bot sends a web link to the user.
    Web UI image card output Bot sends content from a record in a compact format, including an image with text.
    Table Bot response is displayed as a table.

    For more information about configuring bot responses, see Virtual Agent Designer bot responses.