Capturing information from a user in a LINE chat conversation

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Capturing information from a user in a LINE chat conversation

    This guide explains how ServiceNow customers can use Virtual Agent Designer to prompt and capture user information during LINE chat conversations. Virtual Agent Designer is a tool to create conversation blueprints (topics) between a virtual agent and users. The integration supports various user input controls and bot responses tailored for LINE, enabling interactive and engaging chatbot experiences.

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    User Notification Consent

    Before sending notifications via LINE, users must explicitly opt in. Consent can be obtained in two ways:

    • Users type "Notification" in the LINE chat, triggering a bot response offering subscription options.
    • Administrators configure subscription options through the ServiceNow portal to allow users to subscribe or unsubscribe.

    User Input Controls

    The Conversational Integration with LINE supports multiple input controls in Virtual Agent Designer, allowing flexible data capture:

    • Text: Users can enter text with a limit of 5000 characters.
    • Static Choice: Users select from predefined lists via quick replies; each label allows up to 20 characters. Pagination handles more than 13 options, configurable through system properties.
    • Boolean: Simple yes/no inputs.
    • File Picker: Users can upload files (JPG, PNG, BMP images up to 10 MB; MP4 videos up to 200 MB).
    • Date Time: Users select dates and/or times via calendar controls.
    • Carousel: Users choose items from image carousels with character limits for titles (40) and text (60). Pagination applies for more than 10 images, configurable through system properties.

    These input controls ensure rich, structured data collection directly within LINE chats.

    Bot Response Types

    The integration supports various bot responses to engage users effectively:

    • Text: Plain text messages.
    • Image: Sending images.
    • Link: Sending clickable web links.
    • Web UI Image Card Output: Compact content with images and text from ServiceNow records.
    • Table: Displaying data in table format.

    Practical Benefits for ServiceNow Customers

    By leveraging these input controls and bot responses, customers can design interactive LINE chatbots that effectively gather user input, deliver personalized responses, and manage user notification preferences. This enhances user engagement and streamlines communication workflows within the familiar LINE platform.

    Use the collection of input controls provided by the Virtual Agent Designer to prompt and capture information from the user in a LINE chat conversation.

    Virtual Agent Designer is a diagram tool for creating and managing topics, which are blueprints for conversations between a virtual agent and user. For more information, see Using Virtual Agent Designer.

    User notification consent

    Users must opt in to receive notifications. No notifications can be delivered until the user grants consent.

    There are two ways for users to grant consent to receive notifications:
    • The user can enter Notification into the LINE chat with your business. The user gets a bot response with the option to subscribe or unsubscribe from receiving notifications for your business on LINE.
    • As an administrator, you can set up the option for users to subscribe or unsubscribe from notifications from your portal. See Subscription-based notifications for more information.

    User input controls

    The Conversational Integration with LINE application supports the following user input controls in Virtual Agent Designer.

    Table 1. Supported user input controls
    User input control Description
    Text User enters a plain text string in the conversation.

    The maximum character limit is 5000 characters.
    Static Choice User selects an item from a predefined list.

    In a quick reply, the label has the maximum character limit of 20 characters. At a time, a user can view only 13 quick replies. If there are more than 13 quick replies, the pagination format is used to view more options. The default value of the maximum number of replies for a page is set in the sn_va_line.max.picker.choices system property. The property is located in the System Property [sys_properties] table.
    Boolean User enters a Boolean response to the bot. For example, the user can reply Yes or No in a chat conversation.
    File Picker User sends a file to the bot.
    The supported file types are JPG, PNG, BMP, and MP4. Files have a maximum size limit based on file type:
    • For images, the maximum size limit is 10 MB.
    • For videos, the maximum size limit is 200 MB.
    Date Time User selects a calendar date, time (hours and minutes), or both.
    Carousel User selects a single item from the carousel.

    In a carousel, the title for an image has a maximum limit of 40 characters and the text for the image has a maximum character limit of 60 characters. At a time, a user can view only 10 images. If there are more than 10 images, the pagination format is used to view more options. The default value of the maximum number of images in the carousel for a page is set in the sn_va_line.max.carousel.cards system property. The property is located in the System Property [sys_properties] table.

    For more information about configuring user input controls, see Virtual Agent Designer user input controls.

    The Conversational Integration with LINE application supports the following bot responses in Virtual Agent Designer.

    Table 2. Supported bot responses
    Bot response Description
    Text Bot sends a plain text string to the user.
    Image Bot sends an image to the user.
    Link Bot sends a web link to the user.
    Web UI image card output Bot sends content from a record in a compact format, including an image with text.
    Table Bot response is displayed as a table.

    For more information about configuring bot responses, see Virtual Agent Designer bot responses.