---
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


---

# Text bot response control

# Text 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 Text bot response control

The Text bot response control in ServiceNow Virtual Agent topics enables you to present bot responses as formatted text.
This control supports rich text formatting options such as bold, italics, links, bulleted and numbered lists, and emojis, enhancing the clarity and engagement of conversations with end users.
Show full answer Show less  

## Response Configuration

You configure responses through the Text response properties panel, where you can:

* **Name the node** to identify it within the topic flow.
* **Create the response message** using either rich text or scripts that can incorporate Glide record or script variables, including temporary passwords.
* **Format text** easily with editor controls and embed dynamic or static URLs as links.
* **Add alternate messages** so the Virtual Agent can randomly select from multiple responses for variety.

## Advanced Options

* **Shorten responses:** Automatically truncate long messages with a "Show more" link, enabled by default.
* **Secure responses:** When enabled, responses are displayed but then securely masked from others' view.
* **Request feedback:** Displays thumbs up/down icons for user feedback on bot responses.
* **Conditional display:** Use no-code or low-code conditions to control when a response node appears.

## Channel Support

The Text bot response control is supported across major messaging channels including Web UI, Mobile UI, ServiceNow Otto panel, Microsoft Teams, Slack, Workplace, SMS via Twilio, LINE, WhatsApp, Apple Messages for Business, and Alexa devices with screen support. Some limitations apply, such as plain text only on Facebook Messenger and header-only readout on non-screen Alexa devices.

## Practical Examples

Scripts can dynamically generate responses, such as greeting the user by first name or listing multiple clickable instance links using Markdown formatting. These examples demonstrate how to personalize and enrich bot replies effectively.

## Value for ServiceNow Customers

Using the Text bot response control allows you to deliver clear, engaging, and dynamic Virtual Agent interactions tailored for multiple communication channels. This control helps improve user experience through formatting flexibility, conditional logic, and feedback mechanisms, enabling more effective automated service conversations.  
Use the Text bot response control in a Virtual Agent topic to display a
bot response as text. You can format the Text bot responses using the text editor controls. For
example, you can bold or italicize the text, as well as include links, bulleted lists, and
emojis.

## Text bot response properties {#va-text-response__section_oqh_wvq_sdb}

Use the Text response properties panel to design bot responses to the user.

{#va-text-response__table_gzl_msz_hdb__entry__2}

| Property | Description |
|-|-|
| Node name | Name that identifies this Text bot response node in the topic flow. |
| Response message | The Text bot response to the user. The response can be one of the following: * Rich text message. * Script, which can include Glide record variables or script variables. Note: The script can also include a temporary password for the end user. {#va-text-response__ul_gdt_qxs_znb} You can format the text messages using the text editor controls. For example, you can use the icons on the Response Message field to bold or italicize the text, as well as include links, bulleted lists, numbered lists, and emojis. You can also include an input variable, such as a temporary password, in the response message. To include a link, do one of the following: * Select the link icon: ![Link icon.](). * Add your response message. Select the text to use as a link, and then select the link icon. {#va-text-response__ul_a5t_3zy_nqb} Fill in the fields in the Confirmation window. Enter the text to use as the link, and then enter the URL in the Link field. Enter the display label for the link and a static URL, or use the data pill picker to create a dynamic URL. |
| Add alternate message | Add one or more alternate response messages for the user. Virtual Agent randomly chooses one of your responses for each conversation. |
[Table 1. General options]

{#va-text-response__table_gzl_msz_hdb}

|-|-|
| Shorten responses ||
| Enable | When turned on, long bot responses are shortened. A Show more link is shown along with the truncated response. When the option is turned off, the entire response is used. By default, this option is turned on. |
| Make this response secure ||
| Enable | When enabled, the bot response is displayed to the user, but thereafter securely masked and not viewable by others. |
| Request feedback ||
| Enable | When turned on, thumbs up and down icons are displayed next to bot responses for feedback. |
| Hide this node ||
| Conditionally show this node if | A 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. |
[Table 2. Advanced options]

{#va-text-response__table_vfq_y2s_z2c}

## Channel support {#va-text-response__section_w3n_npx_rsb}

{#va-text-response__table_sg2_4px_rsb__entry__3}

| Channel | Support | Constraints |
|-|-|-|
| Web UI | Supported | None |
| Mobile UI | Supported | None |
| ServiceNow Otto panel | Supported | None |
| Microsoft Teams | Supported | None |
| Slack | Supported | None |
| Workplace | Supported | None |
| Facebook Messenger | Supported | Plain text string only |
| SMS Twilio | Supported | None |
| LINE | Supported | None |
| WhatsApp | Supported | None |
| Apple Messages for Business | Supported | None |
| Alexa (Voice) | Supported | For screen devices, full support. For nonscreen devices, the header is read. |
[Table 3. Channel support for the Text bot response control]

{#va-text-response__table_sg2_4px_rsb}

## Example Text bot response script {#va-text-response__section_upr_ybp_zdb}

In this example, the script returns a string that greets the user. The
gs.getUser().getFirstName() property is used to append the first name
of the current user.

    (function execute() {
        return 'Hello ' + gs.getUser().getFirstName();
    })()

In this example, the script returns links to three instances in the response. Use
Markdown to include multiple links in the script.

    (function execute() {
        var output = 'Hello\n';
        output += '\n- [Instance 1](http://instance1.com)';
        output += '\n- [Instance 2](http://instance2.com)';
        output += '\n- [Instance 3](http://instance3.com)';
        return output;
    })()

## Example Text bot response control {#va-text-response__section_u52_rqs_hdb}

Note:  
Assistant Designer controls may display and function differently in other channels.  
{#va-text-response__table_f1f_v2p_xdb__entry__2}

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

{#va-text-response__table_f1f_v2p_xdb}