Table bot response control

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Table bot response control

    The Table bot response control in Virtual Agent topics enables ServiceNow customers to present bot responses in a structured table format. This approach helps organize information clearly, making it easier for users to view data such as planned service changes, company holidays, contact information, or testing sites within conversations.

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    The table output supports between one and four columns with optional headers, enhancing user comprehension and interaction. Tables can be populated either by selecting data directly from ServiceNow tables or by using scripts to define rows.

    Key Features

    • Data Population Options: Choose to populate the table from a ServiceNow table or via scripted rows for flexible data integration.
    • Filtering and Sorting: Apply no-code conditions or low-code scripts to filter table rows. Sort rows by any column in ascending or descending order, with creation date as a secondary sort if specified.
    • Column Configuration: Select up to four columns from the chosen table, customize display names, and optionally show column headers to improve readability.
    • Conditional Display: Use no-code or low-code conditions to control when the table node appears in the conversation flow.
    • Custom Headers: Add a header or title to the table output using text, variables, or scripts for better context.
    • No Records Message: Define a message to display when the table query returns no data, maintaining a user-friendly experience.
    • Channel Support: Supported on Web UI, Mobile UI, Microsoft Teams, Slack, Workplace, LINE, and Apple Messages for Business. Partial support exists for Alexa devices with screens; unsupported on Now Assist panel, Facebook Messenger, SMS Twilio, WhatsApp.

    Practical Application for ServiceNow Customers

    By using the Table bot response control, customers can enhance Virtual Agent conversations with organized, tabular data presentations that improve user comprehension and interaction. This control allows for precise data filtering and sorting, ensuring users receive relevant and structured information quickly.

    Understanding channel support helps customers design topics that deliver consistent experiences across platforms, while conditional display options enable dynamic conversation flows tailored to user context.

    Use the Table bot response control in a Virtual Agent topic to display a bot response as a table.

    Table bot responses enable users to see information in a more organized way.

    For example, you can organize and display information such as the following:
    • Planned service changes
    • Company holidays
    • Contact information
    • Testing sites

    Output tables can have between one and four columns and may include optional column headers. You can populate tables using the conditioner builder or scripts.

    Table bot response properties

    Property Description
    Node name Name that identifies this Table bot response control node in the topic flow.
    Populate this table by Options for populating the table. Select one of the following:
    • Table: Select the ServiceNow table that contains the data to be displayed.
    • Script: Enter code in the Define rows dialog box.
    Table The name of the table that contains the data.

    This field is available only when the Table option is selected.
    Filter rows Options for filtering the contents of the table. Choose one of the following:
    • Condition: Specify a no-code condition statement using the condition builder. For more information, see Condition builder.
    • Script: Enter a low-code script that specifies a condition.

    This field is available only when the Table option is selected.
    No records response message Message displayed if no records are found.
    Columns and rows
    Columns (left to right) Table columns that you want to display in the conversation. You can have up to 4 columns.
    • Field: Select a field from the ServiceNow table to be displayed in the column.
    • Display name: Reflects the selected column name. Use the default name or change the name.

    This field is available only when the Table option is selected.
    Sort rows by Option for sorting returned rows by column. You can sort by one of the selected columns, or by a column not shown in the response to the user. Choose Ascending or Descending order for the sort.

    If you don't specify a sort order, rows are sorted by creation date in descending order. If you specify a different sort order, creation date is used as a secondary sort order.

    This field is available only when the Table option is selected.
    Advanced
    Headers
    Header Header or title for the table when the table is displayed in the response output. The header can be a text string, variables, or a script.
    Display Column Headers Toggle switch that enables the display of column headings.
    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 Table 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 Supported None
    WhatsApp Not supported Not applicable
    Apple Messages for Business Supported None
    Alexa (Voice) Partial support Supported on devices with screens. For nonscreen devices, the table will be read, if possible. For details, see Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience.

    Example Table bot response output

    Note:
    Virtual Agent Designer controls may display and function differently in other channels.
    Response properties Table bot response output
    Figure 1. Table bot response control basic properties
    Basic properties include the node name, the method of populating the table, the filter, and the columns to be returned.
    Figure 2. Web UI Table bot response output
    Table in a chat window that displays the 2020 Company Holidays by Holiday and Date.