Link bot response control

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

    The Link bot response control enables the presentation of bot responses within Virtual Agent topics. It allows for either a single URL link or up to three links, facilitating easy access to relevant information or resources during interactions. For mobile app users, web links will open in the mobile browser unless deep links are created for a more integrated experience within the app.

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    Key Features

    • Node Properties: Customize the node name and link types (single or multiple).
    • Single Link: Includes header, label, and link properties, where the link can be a static URL or generated dynamically.
    • Multiple Links: Features a header message and a script to generate a list of links with descriptions and contexts.
    • Conditional Display: Nodes can be shown or hidden based on specific conditions defined by no-code or low-code scripts.
    • Channel Support: Compatible with various platforms including web UI, mobile UI, Microsoft Teams, Slack, and more, with specific constraints noted for each channel.

    Key Outcomes

    By utilizing the Link bot response control, ServiceNow customers can enhance user engagement through easily accessible links in their Virtual Agent conversations. This feature streamlines information retrieval, improves user experience across multiple channels, and allows for dynamic content presentation based on user interactions.

    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 (powered by Twilio) Supported None
    WhatsApp Supported The header, label, and link combined have a limit of 4,096 characters.
    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.

    Example multiple-link bot response control properties

    Multi-link bot response properties Link bot response output
    Figure 2. Multi-link bot response control basic properties
    Basic properties with the Multiple links option selected. The link list is defined by a script.
    Note:
    Multi-link bot output is also supported in Microsoft Teams, Slack, Workplace, and Facebook Messenger.