HTML bot response control

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of HTML Bot Response Control

    The HTML bot response control allows you to display static HTML text in Virtual Agent bot responses. It is important to note that customers using earlier releases with card layouts should consider transitioning to the Card bot response control for better functionality.

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    Key Features

    • HTML Sanitization: An automatic HTML sanitizer script checks and removes any markup that could lead to security vulnerabilities, such as cross-site scripting attacks. You can customize this script and disable it for Virtual Agent conversations if necessary.
    • Properties:
      • Node Name: Identifies the HTML bot response control node within the topic flow.
      • HTML Message: Displays the HTML output, which can be edited using the HTML editor.
      • Height and Width: Set maximum dimensions for displaying HTML in third-party messaging apps.
      • Advanced Options: Allows conditional display of the node based on specified conditions.
    • Channel Support: The HTML output varies across different messaging applications. For example, Microsoft Teams renders HTML as an image, while the web UI displays it as intended.

    Key Outcomes

    By utilizing the HTML bot response control, customers can enhance their Virtual Agent conversations with rich HTML content. However, it is essential to test the output in different messaging applications to ensure proper display and functionality. This feature enables you to create engaging chat responses, although some channels may have limitations on HTML support.

    Use the HTML bot response control to display static HTML text in the Virtual Agent bot response.

    Note:
    If you created conversations in earlier releases that use this bot response control to generate card layouts, consider updating your conversations to use the Card bot response control. The Card displays information from a record in your instance and contains a link to that related record.

    Security considerations for HTML markup

    For security reasons, an HTML sanitizer script runs automatically and checks all HTML markup used in the instance, including Virtual Agent conversations. The sanitizer script removes elements or attributes that might enable cross-site scripting attacks. You can edit the HTML sanitizer script to change the list of markup items to be preserved or removed. For details, see HTML sanitizer. For examples of adding markup items to the exclusion or inclusion lists, see Configure HTML sanitizer.

    To disable the HTML sanitizer script only for Virtual Agent conversations, add the com.glide.cs.html.sanitizer.enabled system property and set the value to false. For details about creating a system property, see Add a system property.

    HTML bot response control properties

    Property Description
    Node name Name that identifies this HTML bot response control node in the topic flow.
    HTML message HTML output to be displayed. Select the Script icon Script icon. to open the HTML editor and enter the HTML text.
    Height (Pixel) Maximum height of the area for displaying HTML output in third-party messaging applications.
    Width (Pixel) Maximum width of the bot bubble for displaying HTML output in third-party messaging applications.
    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

    Note:
    As shown in the examples, HTML output can vary in third-party messaging applications. Determine an appropriate Height and Width area by setting initial height and width values, previewing the HTML output in the messaging applications you intend to use, and then adjusting the height and width values.
    Table 1. Channel support for the HTML bot response control
    Channel Support Constraints
    Web UI Supported None
    Mobile UI Supported None
    Now Assist panel Supported None
    Microsoft Teams Supported Since HTML is rendered as an image in Microsoft Teams, other controls are recommended. For example, use images or cards instead of HTML for Microsoft Teams.
    Slack Supported None
    Workplace Supported None
    Facebook Messenger Not supported Not applicable
    SMS Twilio Not supported Not applicable
    LINE Not supported Not applicable
    WhatsApp (powered by Twilio) Not supported Not applicable
    WhatsApp Not supported Not applicable
    Apple Messages for Business Not supported Not applicable
    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 HTML bot response output

    The HTML bot response shows a static HTML as a chat response. This example includes an image, headings, and paragraph text. The web UI presents this content as HTML. The Slack, Microsoft Teams, and Workplace user interfaces display the same content as a PNG image. URL links within the HTML are extracted and displayed below the image. The URL can be either an absolute or a relative link. If you use a relative link, it must be relative to the ServiceNow instance.

    Note:
    Virtual Agent Designer controls may display and function differently in other channels.
    HTML bot response properties HTML bot response output
    Figure 1. HTML bot response control basic properties
    Basic properties include the node name, HTML message, height, and width.
    Figure 2. Web UI HTML output
    A chat window shows the company logo with a header, subheader, and body text.