---
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


---

# HTML bot response control

# HTML bot response control {#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 HTML bot response control

The HTML bot response control in ServiceNow's Virtual Agent allows you to display static HTML content directly within bot responses.
It is designed to enhance conversation interactions by embedding formatted text, images, and links.
However, for card layouts that display record information and links, the Card bot response control is recommended instead.
Show full answer Show less  

## Security Considerations

To protect against cross-site scripting (XSS) attacks, an automatic HTML sanitizer script runs on all HTML markup, including Virtual Agent conversations. This script removes unsafe elements and attributes. You can customize which markup items are allowed or blocked by editing the sanitizer script or by configuring inclusion/exclusion lists. Additionally, the sanitizer can be disabled for Virtual Agent conversations by setting the **com.glide.cs.html.sanitizer.enabled** system property to false.

## Key Properties and Configuration

* **Node name:** Identifies the HTML bot response control node within the topic flow.
* **HTML message:** Enter your static HTML content using an HTML editor accessible via a script icon.
* **Height and Width (Pixels):** Define the maximum display area dimensions for the HTML content in third-party messaging apps to ensure proper rendering.
* **Advanced - Hide this node:** Use a no-code condition or script to control whether the HTML node is shown during the conversation.

## Channel Support and Constraints

HTML bot response control is supported on several channels, but rendering behavior varies:

* **Supported without constraints:** Web UI, Mobile UI, ServiceNow Otto panel, Slack, Workplace.
* **Microsoft Teams:** HTML renders as an image, so using images or cards is preferred for better interaction.
* **Partial support:** Alexa devices with screens show HTML content; nonscreen devices provide a link message.
* **Not supported:** Facebook Messenger, SMS Twilio, LINE, WhatsApp, Apple Messages for Business.

Because HTML rendering can differ by platform, it is important to test and adjust height and width settings to optimize the user experience on your targeted messaging channels.

## Practical Use and Output

The HTML bot response can display formatted static content such as images, headings, and paragraphs. On Web UI, the HTML renders natively. On Slack, Microsoft Teams, and Workplace, the content is shown as a PNG image with extracted clickable links displayed below. Links can be absolute URLs or relative to the ServiceNow instance.  
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](https://www.servicenow.com/docs/PMVt_qx9SxglEh8RXhVBMw "Use the Card bot response control in a Virtual Agent topic to upload and display selected information from a record on your instance. You can include rich content, such as a video or image."). The Card displays information from a record in your instance and contains a link to that related record.

## Security considerations for HTML markup {#va-html-output__section_dbl_f3h_tnb}

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](https://www.servicenow.com/docs/access?context=c_HTMLSanitizer&version=australia&pubname=australia-platform-security&ft:locale=en-US). For examples of adding markup items to the exclusion or inclusion lists, see [Configure HTML sanitizer](https://www.servicenow.com/docs/access?context=t_ConfigureHTMLSanitizer&version=australia&pubname=australia-platform-security&ft:locale=en-US).

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](https://www.servicenow.com/docs/access?context=t_AddAPropertyUsingSysPropsList&version=australia&pubname=australia-platform-administration&ft:locale=en-US).

## HTML bot response control properties {#va-html-output__section_ysk_l2r_sdb}

{#va-html-output__table_il2_n2r_sdb__entry__2}

| Property | Description |
|-|-|
| Node name | Name that identifies this HTML bot response control node in the topic flow. |
| HTML message | HTML output to be displayed. Select 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. |
[ ]

{#va-html-output__table_il2_n2r_sdb}

## Channel support {#va-html-output__section_gjj_kb4_tsb}

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.  
{#va-html-output__table_q5x_kb4_tsb__entry__3}

| Channel | Support | Constraints |
|-|-|-|
| Web UI | Supported | None |
| Mobile UI | Supported | None |
| ServiceNow Otto 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](https://www.servicenow.com/docs/G92fUIHPReGIQS_9ygdr8g "Fine-tune your Virtual Agent settings and topics provided by the Virtual Agent Designer for the best voice chat experience with Alexa."). |
[Table 1. Channel support for the HTML bot response control]

{#va-html-output__table_q5x_kb4_tsb}

## Example HTML bot response output {#va-html-output__section_pgx_rsx_sdb}

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:  
Asset library controls may display and function differently in other channels.  
{#va-html-output__table_f1f_v2p_xdb__entry__2}

| HTML bot response properties | HTML bot response output |
|-|-|
| Figure 1. HTML bot response control basic properties | Figure 2. Web UI HTML output |
[ ]

{#va-html-output__table_f1f_v2p_xdb}