Customizing Virtual Agent with custom controls

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Customizing Virtual Agent with custom controls

    ServiceNow developers can enhance Virtual Agent conversations by creatingcustom controls, which are specialized user interface components like sliders or video players. These custom controls extend the default controls available in the Assistant Designer Asset library, allowing tailored user inputs and bot responses to better fit specific business needs.

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    Custom controls enable more interactive and personalized Virtual Agent experiences beyond the standard set of input and output options.

    Key Features

    • Custom Control Creation: Developers build custom controls as Next Experience Components using the Next Experience Design System, leveraging JavaScript and web component development skills.
    • Integration with Assistant Designer Asset Library: Custom controls are defined and configured within the Assistant Designer Asset library, where developers specify input and output parameters and map controls to custom components.
    • Secure Input Support: Starting with the San Diego release, custom input controls can securely handle sensitive data (e.g., passwords) by enabling the “Make inputs secure” option, allowing safe transmission to Integration Hub actions or subflows.
    • Flexible Use in Conversations: Custom controls can be added to topics or topic blocks by topic authors or admins, facilitating their inclusion in Virtual Agent workflows.

    Practical Considerations

    • Custom controls are not supported in Internet Explorer 11 or within Microsoft Teams.
    • Developers should have foundational knowledge of ServiceNow AI Platform, application table structures, JavaScript, web component development, and the design process for custom components.
    • Creating a custom control involves building the component, defining the control, configuring parameters, and then adding it to Virtual Agent topics.

    What to Expect

    By utilizing custom controls, ServiceNow customers can create richer, more dynamic Virtual Agent conversations that better meet user interaction requirements. This customization enhances user engagement and allows secure handling of sensitive inputs, improving the overall Virtual Agent functionality within their ServiceNow environment.

    Custom controls are components that ServiceNow® developers can create for use in Virtual Agent topics or topic blocks. Such controls include sliders or video players. Custom controls complement the controls provided in Assistant Designer Asset library.

    Assistant Designer Asset library provides a default set of controls that represent user inputs, bot responses, and utilities for building a Virtual Agent conversation. As a developer, you can use Assistant Designer Asset library to create additional controls (interface components) for specific inputs or output responses. For example, a slider is an example of a custom input control that enables end users to select a quantity.

    Note:
    Custom controls do not work on Internet Explorer version 11. Custom controls are also not supported for Microsoft Teams.

    Before building a custom control

    Custom controls are based on customizable Next Experience Components that you can create by using the Next Experience Design System.

    Before building a custom component, you must have the following:
    • Basic knowledge of the ServiceNow AI Platform® and application table structures.
    • General knowledge of web component concepts, development, and design.
    • JavaScript knowledge to define component behavior and that of the custom control.
    • Knowledge of the design process for creating custom components for use in Assistant Designer Asset library.

    To learn more about developing custom components for Virtual Agent, see Develop a component for Virtual Agent.

    How custom controls work

    To add your custom control to Virtual Agent, follow these main steps:

    1. Create a custom control definition.

      After building the custom component to be used for the control, create a custom control definition that maps an input or response control to the custom component.

    2. Create a custom control using Assistant Designer Asset library.
      A custom control is an input or response control. Developers build a custom control in Assistant Designer Asset library by doing the following:
      • Selecting a custom control definition.
      • Defining the input parameters for using the control.
      • Specifying the output parameters returned by the control.

      An input control has callbacks that use input from the end user. A response control typically presents information to the end user and doesn't have callbacks.

    3. Add a custom control to a topic or topic block.

      Topic authors, virtual agent admins, or admins can add a custom control utility to a topic or topic block.

    Secure inputs

    Beginning with the San Diego release, you can create custom input controls that can accept secure inputs, such as passwords, to pass through to Integration Hub actions or subflows. To enable this, slide the Make inputs secure toggle switch when you create your custom input control. For more information, see Create a Virtual Agent custom control.