Multi-response bot response control

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Multi-response bot response control

    The Multi-response bot response control allows ServiceNow customers to display multiple outputs sequentially in a Virtual Agent topic. These outputs can include text, images, links, or HTML content, enhancing the interactive experience for users. Navigation buttons enable users to move through the outputs easily.

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    Key Features

    • Node Name: Identifies the Multi-response control node within the topic flow.
    • Add a Response: Allows for the inclusion of multiple outputs. Users can select the type of response (Text, HTML, Image, or Link) and define specific properties for each type.
    • Navigation Button Label: Customize the label for the button that facilitates user navigation to the next output.
    • Conditional Display: Control the visibility of the node based on defined conditions using no-code or low-code scripts.
    • Channel Support: Multi-response control is compatible with various channels, including Web UI, Mobile UI, Microsoft Teams, and Slack, with specific constraints noted for each.

    Key Outcomes

    By implementing the Multi-response bot response control, ServiceNow customers can create a more engaging and structured conversation flow in their Virtual Agent. This feature not only improves user interaction but also allows for dynamic content delivery tailored to user needs across supported channels.

    Use the Multi-response bot response control in a Virtual Agent topic to sequentially display two or more outputs. Outputs can be text, image, link, or HTML. Users can move from one output to the next through a provided navigation button.

    Multi-response bot response control properties

    Property Description
    Node name The name that identifies this Multi-response control node in the topic flow.
    Add a response One or more bot responses. For each output type, select + Add a Response to specify the output and define the output properties.
    1. In the Add a Response dialog box, select the Type, and specify the associated values:
      • Text: In the Value field, enter the text to be displayed in the response.
      • HTML: Enter the Height and Width, in pixels, to set the dimensions of the HTML block. In the HTML editor, enter the HTML markup to be displayed.
      • Image: Enter a URL in the Image field, or select Upload Image and choose the image file to upload.
      • Link: Enter the Header, Label (label for the link), and the Link (path or URL for the link).
    2. Select Save.
    Advanced
    Navigation button label
    Label the button that lets the user continue the conversation The label for the button displayed below the output. The button enables the user to move to the next output in the flow.
    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 Multi-response bot response control
    Channel Support Constraints
    Web UI Supported None
    Mobile UI Supported None
    Now Assist panel Not supported Not applicable
    Microsoft Teams Supported None
    Slack Supported None
    Workplace Supported None
    Facebook Messenger Not supported Not applicable
    SMS Twilio Not supported Not applicable
    LINE Not supported Not applicable
    WhatsApp (Twilio) Not supported Not applicable
    WhatsApp Partial support HTML is not supported.

    Response type text and link have a maximum limit of 1,024 characters.
    Apple Messages for Business Not supported Not applicable
    Alexa (Voice) Partial support Supported on devices with screens. For non-screen devices, the user receives a message if unsupported elements are used: We found a link. For details, see Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience.

    Example Multi-response control

    Note:
    Virtual Agent Designer controls may display and function differently in other channels.
    Output properties Multi-response output
    Figure 1. Multi-response bot response control basic properties
    Basic properties include the node name and the response organized by type: Text, HTML, Image, and Link.