Text bot response control
Summarize
Summary of Text Bot Response Control
The Text bot response control in the Virtual Agent Designer allows you to display formatted text responses to users. This feature enhances user interaction by enabling various text formatting options such as bold, italics, links, bulleted lists, and emojis.
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Key Features
- Node Name: Identifies the Text bot response node in the topic flow.
- Response Message: Can be a rich text message or a script that incorporates Glide record or script variables, including temporary passwords.
- Formatting Options: Use text editor controls to format responses and add links or lists.
- Alternate Messages: Add multiple responses for random selection during conversations.
- Security: Option to mask the response after initial display, ensuring privacy.
- Conditional Display: Use no-code or low-code scripts to conditionally show the response based on specific criteria.
Channel Support
The Text bot response control is supported across various channels, with some constraints:
- Web UI: Supported
- Mobile UI: Supported
- Microsoft Teams: Supported
- Slack: Supported
- Facebook Messenger: Supports plain text only
- SMS Twilio: Supported
- Apple Messages for Business: Supported
- Alexa (Voice): Full support on screen devices
Key Outcomes
By utilizing the Text bot response control, ServiceNow customers can create engaging and informative interactions within the Virtual Agent, enhancing user experience and facilitating effective communication. The ability to format text and incorporate dynamic elements allows for personalized and secure responses, thereby improving overall service delivery.
Use the Text bot response control in a Virtual Agent topic to display a bot response as text. You can format the Text bot responses using the text editor controls. For example, you can bold or italicize the text, as well as include links, bulleted lists, and emojis.
Text bot response properties
| Property | Description |
|---|---|
| Node name | Name that identifies this Text bot response node in the topic flow. |
| Response message | The Text bot response to the user. The response can be one of the following:
You can format the text messages using the text editor controls. For example, you can use the icons on the Response Message field to bold or italicize the text, as well as include links, bulleted lists, numbered lists, and emojis. You can also include an input variable, such as a temporary password, in the response message. To include a link, do one of the following:
Fill in the fields in the Confirmation window. Enter the text to use as the link, and then enter the URL in the Link field. Enter the display label for the link and a static URL, or use the data pill picker to create a dynamic URL. |
| Add alternate message | Add one or more alternate response messages for the user. Virtual Agent randomly chooses one of your responses for each conversation. |
| Advanced | |
| Make this response secure | |
| Enable | When enabled, the bot response is displayed to the user, but thereafter securely masked and not viewable by others. |
| Hide this node | |
| Conditionally show this node if | A 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
| 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 | Plain text string only |
| SMS Twilio | Supported | None |
| LINE | Supported | None |
| Supported | None | |
| Apple Messages for Business | Supported | None |
| Alexa (Voice) | Supported | For screen devices, full support. For nonscreen devices, the header is read. |
Example Text bot response script
In this example, the script returns a string that greets the user. The gs.getUser().getFirstName() property is used to append the first name of the current user.
(function execute() {
return 'Hello ' + gs.getUser().getFirstName();
})()In this example, the script returns links to three instances in the response. Use Markdown to include multiple links in the script.
(function execute() {
var output = 'Hello\n';
output += '\n- [Instance 1](http://instance1.com)';
output += '\n- [Instance 2](http://instance2.com)';
output += '\n- [Instance 3](http://instance3.com)';
return output;
})()Example Text bot response control
| Response properties | Text bot response output |
|---|---|