---
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


---

# File Picker user input control

# File Picker user input control {#ariaid-title1}

Release version: Australia  
Updated April 29, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 File Picker user input control

The File Picker user input control in ServiceNow Virtual Agent topics enables customers to prompt users to upload images or any file type during a conversation.
Uploaded image files appear immediately within the Virtual Agent client, scaled appropriately to fit the chat window.
This control supports all file types except SVG images and includes virus scanning and validation for uploaded files.
Show full answer Show less  

## Key Features

* **Supported File Types:** All file types except SVG for images; supports uploading images, documents, and videos depending on channel constraints.
* **Client Interface Integration:** Different upload methods are available based on platform, such as file selection dialogs on Web UI, drag-and-drop or attachment icons in Microsoft Teams, and photo library access on ServiceNow mobile.
* **Live Agent Interaction:** Supports combinations of text, files, and emojis, though formatted text is not supported and file order may differ between user and agent views.
* **File Upload Process:** Users cannot upload multiple files simultaneously or enter text during an upload. Files are virus scanned and validated before processing.
* **Record Linking:** Uploaded files can be linked to cases created via the Record Action utility for seamless case management.
* **Configurable Properties:** Includes node and variable naming, custom prompt messages, file type allowances, confirmation acknowledgments, conditional visibility, and skip logic to tailor user experience.

## Channel Support and Constraints

* **Fully Supported Channels:** Web UI, Mobile UI (with permission prompts), ServiceNow Otto panel, Microsoft Teams, Google Chat, Slack, Workplace, Facebook Messenger (with file type and size limits), LINE (with file type and size limits), WhatsApp, Apple Messages for Business.
* **Partial Support:** SMS Twilio supports image files only.
* **Not Supported:** Alexa (Voice) interface.
* **File Size Limits:** Facebook Messenger and LINE limit image files to 10 MB and videos to 200 MB.

## Using the File Picker Control

To implement the File Picker in a Virtual Agent topic, configure the control's properties including prompt text, allowed file types, and user interaction options. Users will then be able to upload files through intuitive interfaces specific to their platform, with immediate visual feedback for images. The control enhances conversational workflows by allowing file submissions directly within Virtual Agent conversations, improving user engagement and support efficiency.  
Use the File Picker user input control in a Virtual Agent topic to
prompt a user to upload an image or any file type. After the user uploads an image file, the
image appears immediately in the Virtual Agent client.

## File Picker user input control properties {#va-file-picker__section_xwb_mgn_pdb}

All file types are supported by the file picker, except the SVG format for image files. Although the image can be high resolution, the image displayed in the Virtual Agent client is scaled based on the aspect ratio. Images scale to fit within the chat window.

In Microsoft Teams, a file can be uploaded through the paper clip (attachment) icon, or using drag-and-drop. Copying and pasting only works for image files. Users can share attachments on Microsoft Teams through the Virtual Agent file picker user input control, and by sending attachments while chatting with a live agent.  
The live agent picker scenario:

* Doesn't support the SVG format for image files.
* Supports a combination of text, files, and emojis. However, orders may show up differently between how a user sends these items versus how an agent views these items.
* Doesn't support formatted text.
{#va-file-picker__ul_nfr_xmz_dyb}

When a file upload is in progress, you can't upload or enter text for the file picker control. The uploaded files go through a virus scan and validation.

You can link an uploaded file to a case you create using the Record Action utility. For more information, see [Record Action utility](https://www.servicenow.com/docs/r63SoY4bfDfm1jRDuMGqAg "Use the Record Action utility in a Virtual Agent topic to create or update a ServiceNow record in a table.").  
The following table lists the details about the properties of the File Picker.{#va-file-picker__table_nff_y1b_3db__entry__2}

| Property | Description |
|-|-|
| Node name | Name that identifies the File Picker user input control node in the topic flow. |
| Variable name | Name of the variable that stores the user response to this prompt. The variable name is automatically created from the Node name property. |
| Prompt | Prompt or question asking the user to upload the item. The prompt can be a text string that includes variables or a script that returns text. |
| Allow user to upload | Type of file to upload. All file types are supported, except the SVG format for image files. |
| Advanced ||
| Confirmation messages ||
| Input completion confirmation | Bot response shown to the user when the node interaction is complete. The message can be either a text string or a script that returns text. For example, if you're using dot-walking: Thanks, (Input Variables \> Username)! Or if you're using a script, the acknowledgement might be: Thanks, {{vaInputs.username}}! |
| Default value confirmation | Message that asks the user to verify that the value in the Default value field is correct. This message is used instead of a value in the Prompt field. It can contain either a text string or a script that returns text. For example, if you're using dot-walking: Are you (Input Variables \> Username)? Or if you're using a script, the confirmation message might be: Are you {{vaScripts.lastUsername}}?. |
| Hide or skip 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. |
| Allow user to skip this node if | No-code condition statement or low-code script that specifies a condition for letting users skip this node in the conversation. The condition must evaluate to true. You can set this field using either the condition builder or a script. |
| Skip reprompting if | No-code condition statement or low-code script that specifies a condition for letting users skip reprompting in the conversation. When a preceding node is revisited through a topic loopback or Dialog Act, Virtual Agent bypasses this node and automatically retains its original value. |
[Table 1. File Picker properties]

{#va-file-picker__table_nff_y1b_3db}

## Using the File Picker control in different client interfaces {#va-file-picker__section_ugf_sh2_d2b}

The process to select an image differs based on the Virtual Agent client interface. Use the following steps to select an image in the client interface of your choice.  
The following table lists details about the File Picker control in different client interfaces.{#va-file-picker__table_zjd_5h2_d2b__entry__2}

| Platform | Steps to select an image or file |
|-|-|
| Web UI | 1. Select Click here to upload an image. or Click here to upload a file. 2. Select a file from your local computer. All file types are supported. {#va-file-picker__ol_fyh_p32_d2b} |
| Slack | 1. Select the Green + icon. 2. Select Your computer. 3. Select an image file from your local computer. All file types are supported. {#va-file-picker__ol_ejb_jft_fhb} |
| Microsoft Teams | 1. On your local computer, copy an image file. 2. Paste the image file into the text input field in Microsoft Teams. {#va-file-picker__ol_g5v_232_d2b} |
| Workplace | 1. Select the Workplace image icon ![Workplace image icon.](). 2. Select an image file from your local computer. All file types are supported. {#va-file-picker__ol_h1m_g1c_cgb} |
| ServiceNow mobile | 1. Touch Upload an image. 2. Select an image file from the photo library on your mobile device. {#va-file-picker__ol_npt_qfj_g4b} Note: The Upload a file button is only available when you enable the All file types file picker property. |
[Table 2. File Picker control in different client interfaces]

{#va-file-picker__table_zjd_5h2_d2b}

## Example of a File Picker user input control {#va-file-picker__section_pdk_gmm_pdb}

Note:  
Asset library controls may display and function differently in other channels.
{#va-file-picker__table_f1f_v2p_xdb__entry__2}

| File Picker properties | File Picker prompt |
|-|-|
| Figure 1. File Picker user input control basic properties | Figure 2. Web UI file picker prompt (image) ![In a chat window, the prompt reads, "Please upload your image." The button reads, "Click here to upload an image."]() |
| Figure 1. File Picker user input control basic properties | Figure 3. ServiceNow mobile file picker prompt |
[ ]

{#va-file-picker__table_f1f_v2p_xdb}

## Channel support {#va-file-picker__section_sjr_1yq_rsb}

The following table lists the details about the channel support for the File Picker user input control.{#va-file-picker__table_kwp_dyq_rsb__entry__3}

| Channel | Support | Constraints |
|-|-|-|
| Web UI | Supported | None |
| Mobile UI | Supported | Prompt that users see asking for permission for the app to access a camera or file system if the user has not already given the permission. |
| ServiceNow Otto panel | Supported | None |
| Microsoft Teams | Supported | None |
| Google Chat | Supported | None |
| Slack | Supported | None |
| Workplace | Supported | None |
| Facebook Messenger | Supported | Supported file types are JPG, PNG, BMP, and MP4. The files have a maximum size limit based on the file type: * For images, the maximum size limit is 10 MB. * For videos, the maximum size limit is 200 MB. {#va-file-picker__ul_gpn_yym_ctb} |
| SMS Twilio | Partial support | Image files only |
| LINE | Supported | Supported file types are JPG, PNG, BMP, and MP4. The files have a maximum size limit based on the file type: * For images, the maximum size limit is 10 MB. * For videos, the maximum size limit is 200 MB. {#va-file-picker__ul_rlt_4zh_vnb} |
| WhatsApp | Supported | None |
| Apple Messages for Business | Supported | None |
| Alexa (Voice) | Not supported | Not applicable |
[Table 3. Channel support for the File Picker user input control]

{#va-file-picker__table_kwp_dyq_rsb}