---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Capturing information from a user in a WhatsApp chat conversation

# Capturing information from a user in a WhatsApp chat conversation {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the collection of input controls provided by the Virtual Agent Designer to prompt and capture information from a requester in a WhatsApp 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 [Getting started with Virtual Agent Designer](https://www.servicenow.com/docs/hXK1a2WxbA1AZcuxy8H8rw "The Virtual Agent Designer is a diagram tool for creating and managing topics, which are blueprints for conversations between a virtual agent and user. You can design topics that help your users resolve common work issues or guide them through self-service tasks. You can also view and manage conversational subflows and actions for LLM-enabled conversations in the Assistant Designer Asset library.").

## User notification consent {#messg-whatsapp-capture-info__section_q2d_23b_pqb}

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 <kbd class="ph userinput">Notification</kbd> into the WhatsApp chat with your business. The user gets a bot response with the option to subscribe or unsubscribe from receiving notifications for your business on WhatsApp.
* As the administrator, you can set up the option for users to subscribe or unsubscribe from notifications from your portal. See [Subscription-based notifications](https://www.servicenow.com/docs/access?context=c_SubscriptionBasedNotifications&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US) for more information.
{#messg-whatsapp-capture-info__ul_ojd_dxt_4qb}

## User input controls {#messg-whatsapp-capture-info__section_jbb_g3b_pqb}

The Conversational Integration with WhatsApp (powered by Twilio) application supports the following user
input controls in Virtual Agent Designer.
{#messg-whatsapp-capture-info__table_fq2_gqz_2mb__entry__2}

| User input control | Description |
|-|-|
| Text | User enters a plain text string in the conversation. |
| Static Choice | User selects an item from a predefined list. |
| Boolean | User enters a Boolean response to the bot. For example, the user can reply <kbd class="ph userinput">Yes</kbd> or <kbd class="ph userinput">No</kbd> in a chat conversation. |
| File Picker | User sends a file to the bot. |
| Date Time | User selects a calendar date, time (hours and minutes), or both. |
| Carousel | User selects a single item from the carousel. |
[Table 1. Supported user input controls]

{#messg-whatsapp-capture-info__table_fq2_gqz_2mb}

For more information about configuring user input controls, see [Virtual Agent Designer user input controls](https://www.servicenow.com/docs/eQGVrD~7FoujIzQs94XCiQ "Use the collection of input controls provided by Virtual Agent Designer to prompt and capture information from the user in a conversation.").

The Conversational Integration with WhatsApp (powered by Twilio) application supports the following bot
responses in Virtual Agent Designer.
{#messg-whatsapp-capture-info__table_vpr_j54_mqb__entry__2}

| 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. |
[Table 2. Supported bot responses]

{#messg-whatsapp-capture-info__table_vpr_j54_mqb}

For more information about configuring bot responses, see [Virtual Agent Designer bot responses](https://www.servicenow.com/docs/rvsgkzQtJHiMZPq2DNYVZw "Virtual Agent Designer offers various controls for displaying bot responses in a conversation. Because the bot responses occur in third-party platforms, the format for each output may vary.").