Link bot response control

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 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 Link bot response control

    The Link bot response control in ServiceNow Virtual Agent topics enables you to present bot responses that include clickable URL links. These responses feature a header prompt and can display either a single URL link or up to three URL links. This control is useful for directing users to web pages or specific records within conversations.

    Show full answer Show less

    When using this control in Now mobile apps, web links open in the mobile browser by default. To open links inside native mobile app screens, you must create deep links using the MobileDeepLinkGenerator Global API.

    Key Features

    • Node name: Identifies the Link bot response control node within the topic flow.
    • Link list options: Choose between Single Link (one URL) or Multiple Links (up to three URLs).
    • Single link properties:
      • Header: Message displayed above the link, supporting strings with variables or scripts.
      • Label: Text identifying the link in the bot bubble, customizable with variables or scripts.
      • Link: URL to a web page or record, which can be a static URL or generated dynamically by scripts.
    • Multiple links properties:
      • Header Message: Text prompt displayed above multiple links.
      • Link List Value Expression: Script that creates a list of up to three links, each with URL, label, description, and context.
    • Advanced feature: Conditional display of the node using no-code conditions or low-code scripts to control when the link response appears.

    Channel Support

    The Link bot response control is supported across various channels with some variations:

    • Fully supported: Web UI, Mobile UI, Now Assist panel, Microsoft Teams, Slack, Workplace, SMS Twilio, LINE, WhatsApp.
    • Facebook Messenger: Links appear as URL buttons within conversations.
    • Apple Messages for Business: URLs must be pre-approved in the allowed domain list to function.
    • Alexa (Voice): Partial support on screen-enabled devices. On nonscreen devices, users receive a verbal message indicating a link is available.

    Practical Application

    This control simplifies directing users to relevant resources directly within Virtual Agent conversations. Use single-link responses for straightforward navigation and multiple-link responses to provide users with several options. Condition-based display helps tailor conversation flows dynamically based on user context.

    Be mindful of channel-specific behaviors, such as URL button presentation and domain whitelisting requirements, to ensure consistent user experience across platforms.

    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.