Image bot response control

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

    The Image bot response control enables ServiceNow users to upload and display images within a Virtual Agent topic. By using a URL link, customers can enhance conversations with visual content, improving user engagement and interaction.

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    Key Features

    • Node Name: Identifies the image control node in the topic flow.
    • Image URL Link: Specify the image URL through a text field, data pill, or script. Images can also be uploaded directly, storing them in the Images table for future use across instances.
    • Image Alt Text: Provides accessibility by allowing alternative text for screen readers.
    • Advanced Options: Condition to show or hide the node based on specified criteria.

    Channel Support

    The Image bot response control supports various channels, each with specific constraints on image sizes:

    • Web and Mobile UI: Supported; images up to 1024 MB.
    • Microsoft Teams, Slack, Workplace, Facebook Messenger: Supported; size limits vary based on the respective documentation.
    • SMS Twilio, LINE, WhatsApp: Supported; file size limits may vary.
    • Apple Messages for Business: Supported; no specific constraints.
    • Alexa (Voice): Partial support; images are shown on screen-enabled devices only.

    Key Outcomes

    By utilizing the Image bot response control, ServiceNow customers can create visually enriched conversations that are accessible and engaging. This feature is valuable for enhancing user experience across multiple communication channels, ensuring that important information is conveyed effectively through images.

    Use the Image bot response control in a Virtual Agent topic to upload and display an image from a URL link. The image aspect ratio determines how the image is sized in the bot chat bubble.

    Image bot response control properties

    Property Description
    Node name Name that identifies this Image bot response control node in the topic flow.
    Image URL link The URL link to an image file you want to include in the conversation. To set a value, do one of the following:
    • Specify the image URL by using the text field, data pill, or script.
    • Upload an image by clicking Upload Image.

    If you upload an image, then the selected image is uploaded to the server and is stored in the Images [sys_db_image] table and in the update sets. When the image is stored in the Images table and the update sets, then you can use the image in a production or non-production instance, as needed.

    After the image is uploaded, the URL link is included in theResponse Properties sheet:

    Uploaded link shown in the property sheet.

    Click the link to view the image.

    The URL is generated dynamically. The name of the instance is inserted at the front of the URL path.

    You can change or delete the link to the image. If you delete the link on this property sheet, only the reference to the URL is deleted. The image remains on the server for future use.
    Image alt text Alternative, screen-readable text included for accessibility. This text is used along with the image. Enter the text using the text field, data pill, or script. For more information about using data pills or scripts, see Virtual Agent Designer controls.
    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 Image bot response control
    Channel Support Constraints
    Web UI Supported The maximum image size is determined by the com.glide.attachment.max_size system property. The default value is 1024 MB.
    Mobile UI Supported The maximum image size is determined by the com.glide.attachment.max_size system property. The default value is 1024 MB.
    Now Assist panel Not supported Not applicable
    Microsoft Teams Supported None
    Slack Supported For details about the maximum image size allowed, check the Slack documentation.
    Workplace Supported For details about the maximum image size allowed, check the Workplace documentation.
    Facebook Messenger Supported For details about the maximum image size allowed, check the Facebook Messenger documentation.
    SMS Twilio Supported File size limits may vary. For Twilio limitations, check their Accepted Content Types for Media.
    LINE Supported File size limits may vary. For details, see the LINE documentation.
    WhatsApp (powered by Twilio) Supported File size limits may vary. For details, see the WhatsApp documentation.
    WhatsApp Supported Only JPEG and PNG file types are supported with a maximum limit of 5 MB.
    Apple Messages for Business Supported None
    Alexa (Voice) Partial support Supported on devices with screens. For nonscreen devices, the user receives a message: We found an image. For details, see Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience.

    Example Image bot response control

    Note:
    Virtual Agent Designer controls may display and function differently in other channels.
    Response properties Image bot response output
    Figure 1. Image bot response control basic properties
    Basic properties include node name, the URL link to the image, and image alt text.
    Figure 2. Web UI Image bot response output
    A chat window shows a picture of a computer.
    Figure 3. ServiceNow mobile Image bot response output
    A chat window shows a picture of a computer.