Default input and output rich controls for a custom chat integration

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
    • Summarize
    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 Default Input and Output Rich Controls for a Custom Chat Integration

    The default input and output rich controls are essential for mapping your custom chat integration in the ServiceNow environment. Proper configuration in theCustom Adapter Configurationstable ensures effective communication between the chat interface and users, improving overall user experience by preventing unsatisfactory responses when rich controls are inadequately implemented.

    Show full answer Show less

    Key Features

    • ActionRichControl: Manages various conversation events and actions, including handling multiple message types within a single outbound transformer.
    • DefaultPicker: Supports File Picker, Topic Picker, and Boolean controls, allowing for customizable user prompts and item options.
    • DefaultText: Facilitates Input Text, Output Text, and File Upload controls, providing flexibility for text-based interactions.
    • DefaultDate: Applies to Date and Time controls, enabling users to input specific time-related data.
    • DefaultOutputLink: Maps response links, enhancing navigation within the chat.
    • DefaultOutputImage: Enables image responses, enriching user engagement.
    • DefaultOutputCard: Supports card responses, displaying structured data neatly.
    • DefaultOutputHtml: Allows for HTML responses, giving more control over presentation.
    • DefaultOutputTable: Maps tables within responses, organizing information clearly for users.
    • DefaultGroupedPartsOutputControl: Facilitates multi-response formats for more complex interactions.
    • DefaultMultiPartOutput: Supports navigating through multi-part responses effectively.
    • DefaultCustomControl: Provides flexibility for custom controls tailored to specific needs.

    Key Outcomes

    By implementing these rich controls effectively, ServiceNow customers can expect improved interaction quality within their custom chat integrations. This ensures users receive timely and relevant responses, enhancing satisfaction and engagement. Proper mapping and configuration prevent communication breakdowns, ultimately leading to a smoother chat experience.

    Input and output rich controls must be mapped to your custom chat integration in the Custom Adapter Configurations [sys_cs_custom_adapter_config] table. If a rich control is missing an outbound transformer implementation, a response is not served to the end user and that user may get an unsatisfactory chat experience.

    The following default rich controls map to input and output rich controls. The uiType parameter refers to a topic control used to build conversations in Virtual Agent Designer.

    Table 1. Default input and output rich controls
    Rich control Description
    ActionRichControl This component handles the different events and actions that occur in a conversation. Some actions may not apply to all channels. For example, StartSpinnerActionMsg is ignored in SMS.

    ServiceNow® Virtual Agent produces the following types of action messages through this framework. The custom chat interface only recognizes certain action message types.

    • SeparatorActionMsg ||actionMsg instanceof
    • SystemActionMsg ||actionMsg instanceof
    • TopicFinishedActionMsg ||actionMsg instanceof
    • SwitchToVirtualAgentActionMsg ||actionMsg instanceof
    • SwitchConversationActionMsg ||actionMsg instanceof
    • ChatSubHeaderActionMsg ||actionMsg instanceof
    • StartSpinnerActionMsg ||actionMsg instanceof EndSpinnerActionMsg
    • SubscribetoSupportQueue ||actionMsg instanceof
    • SubscribeToChatPresence ||actionMsg instanceof
    • SwitchToLiveAgentActionMsg ||actionMsg instanceof

    ActionRichControl wraps these messages inside the actionMsg element. So, a single outbound transformer for ActionRichControl can handle all of these messages. There is no need for an inbound transformer for this component.
    agentInfo parameter If the rich control is sent from a live agent, then the agentInfo attribute is added to the rich control.
    Example:
    {
     uiType: "someType",
     group: "someGroup"
     agentInfo: { sentFromAgent: true }  // please note that this object may contain more info in subsequent releases.
     ...
}
    DefaultPicker Maps to File Picker, Topic Picker, and Boolean controls.
    Example:
    {
    uiType: "Picker/TopicPicker/Boolean",
    group: "DefaultPicker",  
    nluTextEnabled: true/false,
    promptMsg: "", // optional (needed for TopicPicker)
    label: "The question for the list",   // always filled
    itemType: "Picture/List"  // needed to user key to expect picture attached
    options: [
        {
            label: "display label prompt",
            value: "the value required to satisfy the question",
            description: "a description of value_1 item"
	    attachment: "www.foo",
            enabled: true/false
        }, 
	...
    ]
}

    The optional order parameter lets you specify the order in which promoted topics should display. For example:

    "options": [
    {
      label: "Check IT Ticket Status",
      value: "55720b465bf0201024f11fc40a81c72d",
      order: 100,
      enabled: true
    },
    {
      label: "Live Agent Support",
      value: "ce2ee85053130010cf8cddeeff7b12bf",
      order: 200,
      enabled: true
    },
    {
      label: "Open IT Ticket 2",
      value: "2a46cffbc7602010v088bbf603c260a7",
      order: 300,
      enabled: true
    }
]
    DefaultText Maps to Input Text, Output Text, and File Upload controls.
    Example:
    {
    uiType: "InputText/OutputText/FileUpload/Picture",
    group: "DefaultText", 
    required: true/false,
    nluTextEnabled: true/false,
    itemType: "file/image/inputtext/outputtext",
    maskType: "SECURE/SENSITIVE/NONE"  // null except for InputText/OutputText
    label: "The Question?"        
}
    DefaultDate Maps to Date and Time controls.
    {
    uiType: "Date/DateTime/Time",
    group: "DefaultDate", 
    required: true/false,
    nluTextEnabled: true/false,   
    label: "The Question?"
     
}
    DefaultOutputLink Maps to link response controls.
    Example:
    {
    uiType: "OutputLink",
    group: "DefaultOutputLink",
    label: "link label",
    header: "link header",
    type: "link",
    value: {
        action: "www.foo",
    }	
}
     
}
    DefaultOutputImage Maps to image response controls.
    Example:
    {
    uiType: "OutputImage",
    group: "DefaultOutputImage",
    value: "www.foo"
}
    DefaultOutputCard Maps to card response controls.
    Example:
    {
    uiType: "OutputCard",
    group: "DefaultOutputCard",
    templateName: "Card",
    data: "some json data string"
}
    DefaultOutputHtml Maps to HTML response controls.
    Example:
    {
    uiType: "OutputHtml",
    group: "DefaultOutputHtml",
    style: "inline",
    height: 100,
    width: 100,
    value: "<div>html</div>"
}
    DefaultOutputTable Maps to table response controls.
    Example:
    {
    uiType: "OutputTable",
    group: "DefaultOutputTable",
    label: "Table Title",
    headers: ["Column 1", "Column 2"],
    navigationBtnLabel: "See next",
    data: [
        ["foo1", "foo2"],
        ["bar1", "bar2"]
    ]
}
    DefaultGroupedPartsOutputControl Maps to multi-response controls.
    Example:
    {
    uiType: "GroupedPartsOutputControl",
    group: "DefaultGroupedPartsOutputControl"
    groupPartType: "Link",
    header: "header message",
    values: [
	{
	    action: "www.foo",
	    description: "description",
	    label: "link_1 label",
	    context: "ITSM"
	},
	...
    ]
}
    DefaultMultiPartOutput Maps to multi-response controls.
    Example:
    {
    uiType: "MultiPartOutput",
    group: "DefaultMultiPartOutput"
    navigationBtnLabel: "Go next",
    content: {
        uiType: "OutputHtml",
        style: "inline",
        type: "html",
        height: 100,
        width: 100,
        value: "<div>html</div>"
     }
}
    DefaultCustomControl Maps to custom controls.
    Example:
    {
    uiType: "CustomControl",
    group: "DefaultCustomControl",
    name: "The name of the Custom Control (sys_cs_custom_control.name)",
    required: true/false,
    uxComponentDefinitionSysId: "seismicComponentId" // or null if not
    isInput: true/false, // whether to wait for a response value or if just output
    serializedControlData: "User defined JSON from generateControlData function";    
}