Capturing information from a user in a LINE chat conversation

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Capturing information from a user in a LINE chat conversation

    ServiceNow’s Conversational Integration with LINE enables you to design interactive chat conversations using Virtual Agent Designer, a tool for creating conversation blueprints called topics. This integration allows you to capture various types of user input within LINE chat conversations and respond with rich bot messages, enhancing user engagement and support.

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    A critical compliance step requires users to opt in for receiving notifications from your business on LINE. Without consent, notifications cannot be sent. Users can grant consent either by typing "Notification" in the LINE chat or through an administrator-configured subscription option in your portal.

    User Input Controls

    The integration supports multiple input controls in Virtual Agent Designer to capture user information effectively:

    • Text: Users can enter plain text up to 5000 characters.
    • Static Choice: Users select from a predefined list of options presented as quick replies (up to 13 visible at a time, with pagination for more). Labels are limited to 20 characters. The maximum number per page is configurable via system properties.
    • Boolean: Users provide yes/no type answers.
    • File Picker: Users can upload files (JPG, PNG, BMP images up to 10 MB; MP4 videos up to 200 MB).
    • Date Time: Users select dates, times, or both using calendar controls.
    • Carousel: Users select from a carousel of up to 10 images (titles max 40 characters, text max 60 characters), with pagination if more images exist. The number of carousel cards per page is configurable via system properties.

    Bot Responses

    Virtual Agent Designer supports various bot response types to interact dynamically with users in LINE conversations:

    • Text: Sends plain text messages.
    • Image: Sends images.
    • Link: Sends clickable web links.
    • Web UI image card output: Sends compact content cards including an image and text from a record.
    • Table: Displays structured data in table format.

    This comprehensive set of input controls and response types enables you to build rich, user-friendly LINE chatbots that can collect detailed information and provide relevant responses, improving customer interaction and service efficiency.

    Use the collection of input controls provided by the Virtual Agent Designer to prompt and capture information from the user in a LINE chat conversation.

    Virtual Agent Designer is a diagram tool for creating and managing topics, which are blueprints for conversations between a virtual agent and user. For more information, see Using Virtual Agent Designer.

    User notification consent

    Users must opt in to receive notifications. No notifications can be delivered until the user grants consent.

    There are two ways for users to grant consent to receive notifications:
    • The user can enter Notification into the LINE chat with your business. The user gets a bot response with the option to subscribe or unsubscribe from receiving notifications for your business on LINE.
    • As an administrator, you can set up the option for users to subscribe or unsubscribe from notifications from your portal. See Subscription-based notifications for more information.

    User input controls

    The Conversational Integration with LINE application supports the following user input controls in Virtual Agent Designer.

    Table 1. Supported user input controls
    User input control Description
    Text User enters a plain text string in the conversation.

    The maximum character limit is 5000 characters.
    Static Choice User selects an item from a predefined list.

    In a quick reply, the label has the maximum character limit of 20 characters. At a time, a user can view only 13 quick replies. If there are more than 13 quick replies, the pagination format is used to view more options. The default value of the maximum number of replies for a page is set in the sn_va_line.max.picker.choices system property. The property is located in the System Property [sys_properties] table.
    Boolean User enters a Boolean response to the bot. For example, the user can reply Yes or No in a chat conversation.
    File Picker User sends a file to the bot.
    The supported file types are JPG, PNG, BMP, and MP4. Files have a maximum size limit based on file type:
    • For images, the maximum size limit is 10 MB.
    • For videos, the maximum size limit is 200 MB.
    Date Time User selects a calendar date, time (hours and minutes), or both.
    Carousel User selects a single item from the carousel.

    In a carousel, the title for an image has a maximum limit of 40 characters and the text for the image has a maximum character limit of 60 characters. At a time, a user can view only 10 images. If there are more than 10 images, the pagination format is used to view more options. The default value of the maximum number of images in the carousel for a page is set in the sn_va_line.max.carousel.cards system property. The property is located in the System Property [sys_properties] table.

    For more information about configuring user input controls, see Virtual Agent Designer user input controls.

    The Conversational Integration with LINE application supports the following bot responses in Virtual Agent Designer.

    Table 2. Supported bot responses
    Bot response Description
    Text Bot sends a plain text string to the user.
    Image Bot sends an image to the user.
    Link Bot sends a web link to the user.
    Web UI image card output Bot sends content from a record in a compact format, including an image with text.
    Table Bot response is displayed as a table.

    For more information about configuring bot responses, see Virtual Agent Designer bot responses.