Link bot response control

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Link bot response control

    The Link bot response control in Virtual Agent topics allows you to present bot responses containing clickable URL links. It supports displaying either a single link or multiple links (up to three) with a header prompt above them. This feature helps guide users to relevant resources directly from the conversation.

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    For Virtual Agent interactions on Now mobile apps, links open in the mobile browser by default. To open links within the native mobile app interface, you need to implement deep links using the MobileDeepLinkGenerator - Global API.

    Key Features

    • Node name: Identifies the Link bot response control node in the topic flow.
    • Link list options:
      • Single Link: Returns one URL link with customizable header, label, and URL. The header and label can include strings with variables or scripts, and the link must be a valid URL string or script.
      • Multiple Links: Returns up to three URL links with a header message and a script-generated list of links, each including URL, display label, description, and context.
    • Advanced configuration: You can conditionally show or hide the control node using no-code or low-code conditions that evaluate to true.
    • Channel support: The control is supported across many channels including Web UI, Mobile UI, Now Assist panel, Microsoft Teams, Slack, Workplace, Facebook Messenger, SMS Twilio, LINE, WhatsApp, Apple Messages for Business, and Alexa devices with screens.
    • Channel constraints:
      • Facebook Messenger displays the link as a URL button.
      • Apple Messages for Business requires URLs to be on the allowed domain list table.
      • Alexa voice-only devices provide a verbal message instead of clickable links.

    Practical Use

    Use the Link bot response control to direct users from Virtual Agent conversations to important web pages or records easily. Customize the header and link labels to provide clear context and relevant descriptions. For mobile app users, consider deep linking for a seamless experience within the app.

    This control helps improve user engagement by enabling quick access to resources, enhancing the Virtual Agent’s functionality across multiple communication channels.

    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.