Image bot response control

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Image Bot Response Control

    The Image bot response control in ServiceNow's Virtual Agent allows users to upload and display images in bot conversations using a URL link. The aspect ratio of the image affects its size within the chat bubble, enhancing user interaction.

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    Key Features

    • Node Name: Identifies the Image bot response control within the topic flow.
    • Image URL Link: Specify or upload an image to include in the conversation. Uploaded images are stored in the Images table for future use.
    • Image Alt Text: Provides alternative text for accessibility; can be entered via text field, data pill, or script.
    • Advanced Features: Option to hide nodes conditionally based on no-code or low-code conditions.

    Channel Support

    The Image bot response control supports various channels, with specific constraints:

    • Web UI and Mobile UI: Supported, with a maximum image size of 1024 MB.
    • Microsoft Teams, Slack, Workplace, Facebook Messenger: Supported with varying image size limits; check respective documentation for details.
    • SMS Twilio, LINE, WhatsApp: Supported with variable file size limits; refer to their documentation.
    • Alexa (Voice): Partial support on screen devices; non-screen devices will notify users that an image was found.

    Key Outcomes

    By utilizing the Image bot response control, ServiceNow customers can enhance their Virtual Agent interactions with visual content, improving engagement and accessibility in conversations.

    Use the Image bot response control in a Virtual Agent topic to upload and display an image from a URL link. The image aspect ratio determines how the image is sized in the bot chat bubble.

    Image bot response control properties

    Property Description
    Node name Name that identifies this Image bot response control node in the topic flow.
    Image URL link The URL link to an image file you want to include in the conversation. To set a value, do one of the following:
    • Specify the image URL by using the text field, data pill, or script.
    • Upload an image by clicking Upload Image.

    If you upload an image, then the selected image is uploaded to the server and is stored in the Images [sys_db_image] table and in the update sets. When the image is stored in the Images table and the update sets, then you can use the image in a production or non-production instance, as needed.

    After the image is uploaded, the URL link is included in theResponse Properties sheet:

    Uploaded link shown in the property sheet.

    Click the link to view the image.

    The URL is generated dynamically. The name of the instance is inserted at the front of the URL path.

    You can change or delete the link to the image. If you delete the link on this property sheet, only the reference to the URL is deleted. The image remains on the server for future use.
    Image alt text Alternative, screen-readable text included for accessibility. This text is used along with the image. Enter the text using the text field, data pill, or script. For more information about using data pills or scripts, see Virtual Agent Designer controls.
    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 Image bot response control
    Channel Support Constraints
    Web UI Supported The maximum image size is determined by the com.glide.attachment.max_size system property. The default value is 1024 MB.
    Mobile UI Supported The maximum image size is determined by the com.glide.attachment.max_size system property. The default value is 1024 MB.
    Now Assist panel Not supported Not applicable
    Microsoft Teams Supported None
    Slack Supported For details about the maximum image size allowed, check the Slack documentation.
    Workplace Supported For details about the maximum image size allowed, check the Workplace documentation.
    Facebook Messenger Supported For details about the maximum image size allowed, check the Facebook Messenger documentation.
    SMS Twilio Supported File size limits may vary. For Twilio limitations, check their Accepted Content Types for Media.
    LINE Supported File size limits may vary. For details, see the LINE documentation.
    WhatsApp Supported File size limits may vary. For details, see the WhatsApp documentation.
    Apple Messages for Business Supported None
    Alexa (Voice) Partial support Supported on devices with screens. For nonscreen devices, the user receives a message: We found an image. For details, see Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience.

    Example Image bot response control

    Note:
    Virtual Agent Designer controls may display and function differently in other channels.
    Response properties Image bot response output
    Figure 1. Image bot response control basic properties
    Basic properties include node name, the URL link to the image, and image alt text.
    Figure 2. Web UI Image bot response output
    A chat window shows a picture of a computer.
    Figure 3. ServiceNow mobile Image bot response output
    A chat window shows a picture of a computer.