Link bot response control

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Link Bot Response Control

    The Link bot response control is utilized in Virtual Agent topics to deliver bot responses that include one or more URL links. It allows for either a single link or multiple links (up to three) to be presented, which can be customized for various channels, including mobile applications and messaging platforms.

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    Key Features

    • Node Name: Identifies the Link bot response control in the topic flow.
    • Link List: Choose between a single link or multiple links for the output.
    • Single Link Properties:
      • Header: Message displayed above the URL.
      • Label: Identifies the link in the bot bubble.
      • Link: URL to the item, which can include variables or scripts.
    • Multiple Links Properties:
      • Header: Prompt displayed above the list of links.
      • Link List Value Expression: Script to create a list of links with parameters such as URL, label, description, and context.
    • Advanced Options: Allow conditional display of the node based on specified criteria.

    Channel Support

    The Link bot response control is supported across various channels, including:

    • Web UI
    • Mobile UI
    • Now Assist panel
    • Microsoft Teams
    • Slack
    • Workplace
    • Facebook Messenger
    • SMS (Twilio)
    • LINE
    • WhatsApp
    • Apple Messages for Business (requires allowed domain listing)
    • Alexa (partial support for devices with screens)

    Key Outcomes

    By implementing the Link bot response control, ServiceNow customers can enhance user engagement by providing direct access to relevant resources through links within bot interactions. This feature improves information accessibility and streamlines user navigation across various platforms, ultimately leading to a better user experience.

    Use the Link bot response control in a Virtual Agent topic to present a bot response. The response contains a header prompt with either a single URL link to an item or multiple URL links for up to three items.

    Note:
    If you are using the link bot response control for Virtual Agent conversations on Now mobile apps, web links open in the mobile browser. If you want links to open in a native mobile screen within the mobile app, create deep links for items in your conversation topics. For details about deep linking in mobile apps, see the MobileDeepLinkGenerator - Global API.

    Link bot response control properties

    Property Description
    Node name Name that identifies this Link bot response control node in the topic flow.
    Link list Type of links returned in the output result.
    • Select Single Link to return one item in the output results.
    • Select Multiple Links to return up to three items in the output results.
    Single link properties
    Header Message displayed above the URL link. The message can be a string with variables or a script.
    Label Text that identifies a single link in the bot bubble. The text can be a string with variables or a script.
    Link Link to a single item, such as a website page or a particular record. The link can be a string with variables or a script that returns a valid URL as a string. For example, you can enter the complete URL, such as https://servicenow.com.
    Multiple links properties
    Header Message Text prompt that is displayed above the list of links. The prompt can be a string with variables or a script.
    Link List Value Expression Script that creates a list of links to display. The script includes the following parameters: link URL, link display label, link description, and link context.
    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.

    Channel support

    Table 1. Channel support for the Link bot response control
    Channel Support Constraints
    Web UI Supported None
    Mobile UI Supported None
    Now Assist panel Supported None
    Microsoft Teams Supported None
    Slack Supported None
    Workplace Supported None
    Facebook Messenger Supported The web link appears as a URL button in the conversation.
    SMS Twilio Supported None
    LINE Supported None
    WhatsApp Supported None
    Apple Messages for Business Supported Any URLs must be added to the allowed domain list [sys_cs_hostname_allow_list] table.
    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.

    Example single-link bot response control

    Note:
    Virtual Agent Designer controls may display and function differently in other channels.
    Single link bot response properties Link bot response output
    Figure 1. Single Link bot response control basic properties
    Basic properties include node name, link list - single or multiple, header, label, and URL link.
    Figure 2. Web UI Link bot response output
    In this simple example, the header reads, "Here is a link," followed by a hyperlink that reads, "Click Here."

    Example multiple-link bot response control properties

    Multi-link bot response properties Link bot response output
    Figure 3. Multi-link bot response control basic properties
    Basic properties with the Multiple links option selected. The link list is defined by a script.
    Figure 4. Web UI Link bot response output - multiple URL links
    Example output that reads, "I found some information that might help you," followed by 3 links with titles and short descriptions.
    Note:
    Multi-link bot output is also supported in Microsoft Teams, Slack, Workplace, and Facebook Messenger.