--- sourceDocument: Australia Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/australia/conversational-interfaces Release : - australia ft:locale : - en-US ft:publication_title : - Australia Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Capturing information from a user in a WhatsApp chat conversation # Capturing information from a user in a WhatsApp chat conversation {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Capturing information from a user in a WhatsApp chat conversation This guide explains how ServiceNow customers can use Virtual Agent Designer to capture information from users during WhatsApp chat conversations. Virtual Agent Designer enables you to create conversational topics that facilitate interactive dialogues between your virtual agent and users on WhatsApp, leveraging the WhatsApp Cloud API integration. Show full answer Show less It is important to note that users must explicitly opt in to receive notifications from your business on WhatsApp. Consent can be granted either by typing "Notification" in the chat or by interacting with subscription options configured by the administrator. ## User Consent for Notifications * Users must opt in before any notifications are sent. * Consent methods include user input in chat or subscription management via your portal. * Administrators are responsible for configuring subscription options to manage user notification preferences. ## User Input Controls Supported The Virtual Agent Designer supports various user input controls to capture data from WhatsApp users effectively: * **Text:** User inputs plain text strings. * **Static Choice:** User selects from a predefined list of options. * **Boolean:** User provides yes/no responses. * **File Picker:** User uploads files. * **Dynamic Choice:** User selects from a dynamically generated list (partial support). * **Date Time:** User selects a date, time, or both. * **Carousel:** User selects a single item from a carousel display. These controls enable flexible and structured data collection in WhatsApp conversations. ## Bot Responses Supported Virtual Agent Designer supports multiple types of bot responses to engage users effectively: * **Text:** Sends plain text messages. * **Image:** Sends images. * **Link:** Sends clickable web links. * **Card:** Sends compact record information from your ServiceNow instance, including: * Record cards with key data * Image cards with captions * YouTube video cards with title and description * **Multi-response:** Combines text, images, links, and interactive buttons. * **Video:** Sends video links with titles, descriptions, and interactive buttons. * **Web UI image card output:** Compact records with images and text. * **Table:** Presents information formatted as tables. Note that HTML and script responses are not supported in WhatsApp conversations. ## Practical Benefits for ServiceNow Customers * Enable rich, interactive WhatsApp conversations that collect structured user data efficiently. * Ensure compliance with user notification consent requirements to maintain trust and engagement. * Deliver varied content formats to users, improving clarity and user experience. * Leverage record cards and multimedia to provide contextual, actionable information directly in chat. Use the collection of input controls provided by the Virtual Agent Designer to prompt and capture information from a requester in a WhatsApp 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 [Getting started with the Asset library in Assistant Designer](https://www.servicenow.com/docs/ZSHubJIiz1AbowMvQgaAog "The Assistant Designer Asset library includes a diagram tool for creating and managing assets, which are blueprints for conversations between a Virtual Agent and a user. You can design topics that help your users resolve common work issues or guide them through self-service tasks."). ## User notification consent {#messg-direct-whatsapp-capture-info__section_q2d_23b_pqb} 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 WhatsApp chat with your business. The user gets a bot response with the option to subscribe or unsubscribe from receiving notifications for your business on WhatsApp. * As the administrator, you can set up the option for users to subscribe or unsubscribe from notifications from your portal. See [Subscription-based notifications](https://www.servicenow.com/docs/access?context=c_SubscriptionBasedNotifications&version=australia&pubname=australia-platform-administration&ft:locale=en-US) for more information. {#messg-direct-whatsapp-capture-info__ul_ojd_dxt_4qb} ## User input controls {#messg-direct-whatsapp-capture-info__section_jbb_g3b_pqb} The Conversational Integration with WhatsApp (WhatsApp Cloud API) application supports the following user input controls in Virtual Agent Designer. {#messg-direct-whatsapp-capture-info__table_fq2_gqz_2mb__entry__2} | User input control | Description | |-|-| | Text | User enters a plain text string in the conversation. | | Static Choice | User selects an item from a predefined list. | | 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. | | Dynamic choice | User selects an item from a dynamic list (partial support). | | Date Time | User selects a calendar date, time (hours and minutes), or both. | | Carousel | User selects a single item from the carousel. | [Table 1. Supported user input controls] {#messg-direct-whatsapp-capture-info__table_fq2_gqz_2mb} For more information about configuring user input controls, see [Assistant Designer user input controls](https://www.servicenow.com/docs/gfDlouC9E8VknQ33IKpE~Q "Use the collection of input controls provided by Assistant Designer to prompt and capture information from the user in a conversation."). The Conversational Integration with WhatsApp (WhatsApp Cloud API) application supports the following bot responses in Virtual Agent Designer. {#messg-direct-whatsapp-capture-info__table_mq2_gqz_2mb__entry__2} | 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. | | Card | Bot sends selected information from a record on your instance. | [Table 2. Supported bot responses] {#messg-direct-whatsapp-capture-info__table_mq2_gqz_2mb} {#messg-direct-whatsapp-capture-info__table_vpr_j54_mqb__entry__2} | 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. | | Card | Record card: Bot sends content from a record in a compact format. Image card: Sends an image along with a caption. YouTube video card: Bot sends a YouTube video link with a title and description. | | HTML | Not supported | | Script | Not supported | | Multi-response | Bot sends text, image, and link with an interactive button. | | Video | Bot sends a video link with title, description, and interactive button. | | 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. | [Table 3. Supported bot responses] {#messg-direct-whatsapp-capture-info__table_vpr_j54_mqb} For more information about configuring bot responses, see [Assistant Designer bot responses](https://www.servicenow.com/docs/sv9owzV5tVgCKdfFVtvKxg "Assistant Designer offers various controls for displaying bot responses in a conversation. Because the bot responses occur in third-party platforms, the format for each output may vary.").