Capturing information from a user in a LINE chat conversation

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Capturing information from a user in a LINE chat conversation

    The Conversational Integration with LINE application enables ServiceNow customers to design interactive chat conversations using Virtual Agent Designer. This tool allows you to create topics—blueprints for virtual agent-user dialogues—and capture user information efficiently within LINE chat conversations. It supports various input controls and bot responses to facilitate rich and user-friendly interactions.

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    User Notification Consent

    Users must explicitly opt in to receive notifications from your business on LINE. Consent can be obtained either by the user typing "Notification" in the LINE chat, which triggers a bot response offering subscription options, or through administrative setup in your ServiceNow portal. No notifications are delivered without user consent.

    User Input Controls

    Virtual Agent Designer supports multiple input controls in LINE conversations, enabling diverse data capture methods:

    • Text: Users can enter plain text up to 5000 characters.
    • Static Choice: Users select from predefined lists shown as quick replies, limited to 13 visible options per page with pagination support. Labels have a 20-character maximum. The maximum number of choices per page can be configured via a system property.
    • Boolean: Users provide yes/no type responses.
    • File Picker: Users can send JPG, PNG, BMP images (up to 10 MB) or MP4 videos (up to 200 MB).
    • Date Time: Users select calendar dates and/or times.
    • Carousel: Users select a single item from a carousel of images, each with title (up to 40 characters) and text (up to 60 characters). Up to 10 images display per page with pagination. The maximum number of carousel cards per page is configurable.

    These input controls enable you to tailor conversations to the data you need to collect from users in a structured and engaging manner.

    Bot Responses

    The bot can send several types of responses in LINE conversations to enhance communication clarity and user experience:

    • Text: Plain text messages.
    • Image: Images delivered directly in chat.
    • Link: Web links for users to access external resources.
    • Web UI Image Card Output: Compact record content including images with text.
    • Table: Tabular data presentation.

    These response types can be configured in Virtual Agent Designer to suit your conversational needs.

    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 Assistant 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.