Link bot response control

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Link Bot Response Control

    The Link bot response control enhances the Virtual Agent's capabilities by allowing users to present a bot response that includes one or multiple URL links within a conversation. This feature is particularly useful for providing quick access to resources or information directly from the chat interface.

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    For mobile app usage, links can open in the mobile browser by default, but deep links can be created for a more integrated experience within the app.

    Key Features

    • Properties: Customize the link response with a node name, header message, and either a single URL or up to three links.
    • Single Link: Capabilities include setting a header message, link label, and specifying a valid URL.
    • Multiple Links: Create a list of links with a header prompt and script to dynamically generate link details.
    • Conditional Display: Control visibility of the link node based on specified conditions.
    • Channel Support: The Link bot response control is compatible with various platforms including Web UI, Mobile UI, Microsoft Teams, Slack, Facebook Messenger, and others, with specific constraints noted for each channel.

    Key Outcomes

    By implementing the Link bot response control, ServiceNow customers can enhance user interactivity within the Virtual Agent, providing direct access to relevant resources and improving overall user satisfaction. This functionality supports a seamless experience across multiple channels, ensuring that users can easily access links regardless of their preferred platform.

    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 Supported None
    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.
    Figure 2. Web UI Link bot response output
    In this simple example, the header reads, "Here is a link," followed by a hyperlink that reads, "Click Here."

    Example multiple-link bot response control properties

    Multi-link bot response properties Link bot response output
    Figure 3. Multi-link bot response control basic properties
    Basic properties with the Multiple links option selected. The link list is defined by a script.
    Figure 4. Web UI Link bot response output - multiple URL links
    Example output that reads, "I found some information that might help you," followed by 3 links with titles and short descriptions.
    Note:
    Multi-link bot output is also supported in Microsoft Teams, Slack, Workplace, and Facebook Messenger.