File Picker user input control

  • Release version: Yokohama
  • Updated April 29, 2026
  • 5 minutes to read
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    Summary of File Picker user input control

    The File Picker user input control allows Virtual Agent topics to prompt users to upload files or images. Uploaded images are displayed immediately within the Virtual Agent client, scaled appropriately to fit the chat window. This control supports all file types except SVG format images. It is compatible across various client interfaces and channels, enabling seamless file sharing and upload experiences.

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    Key Features

    • File Type Support: All file types except SVG images are supported. Images can be high resolution but are scaled to maintain aspect ratio within the chat window.
    • Client Interface Support: Users can upload files through different interfaces such as Web UI, Slack, Microsoft Teams, Workplace, and ServiceNow mobile, each with tailored upload steps (e.g., drag-and-drop, paste, or file selection).
    • Microsoft Teams Integration: Supports file upload via attachment icon or drag-and-drop, and image paste. Users can share attachments both through the Virtual Agent file picker and live agent chats.
    • Live Agent Support: Supports text, files, and emojis but does not support SVG images or formatted text. Uploads are scanned for viruses and validated.
    • File Upload Management: Uploads are virus scanned and can be linked to cases created using the Record Action utility.
    • Configurable Properties: Includes settings such as Node name, Variable name, Prompt text, allowed file types, confirmation messages, conditional visibility, and skip logic to customize user interaction flow.
    • Channel Compatibility: Supported on Web UI, Mobile UI, Now Assist panel, Microsoft Teams, Google Chat, Slack, Workplace, Facebook Messenger, LINE, WhatsApp, Apple Messages for Business. Partial support on SMS Twilio (image files only). Not supported on Alexa (voice).

    Using the File Picker Control

    The control’s behavior varies slightly depending on the client interface:

    • Web UI: Users click a prompt to upload files from their local computer.
    • Slack: Users select the Green + icon to upload files.
    • Microsoft Teams: Users can paste images directly into the chat input or upload using the attachment icon.
    • Workplace: Users select the image icon to upload.
    • ServiceNow Mobile: Users select an image from their photo library. The option to upload all file types must be enabled.

    Practical Considerations for ServiceNow Customers

    • Use the File Picker control to enhance user interaction by allowing file and image uploads directly within Virtual Agent conversations.
    • Configure prompts, confirmation messages, and conditional logic to tailor the upload experience to your business needs.
    • Leverage virus scanning and validation to maintain security and compliance.
    • Link uploaded files to cases using the Record Action utility to streamline case management.
    • Be aware of channel-specific constraints, such as file size limits and supported file types, especially for channels like Facebook Messenger, LINE, and SMS Twilio.
    • Note that SVG images are not supported and formatted text uploads are not supported in live agent scenarios.

    Use the File Picker user input control in a Virtual Agent topic to prompt a user to upload an image or any file type. After the user uploads an image file, the image appears immediately in the Virtual Agent client.

    File Picker user input control properties

    All file types are supported by the file picker, except the SVG format for image files. Although the image can be high resolution, the image displayed in the Virtual Agent client is scaled based on the aspect ratio. Images scale to fit within the chat window.

    In Microsoft Teams, a file can be uploaded through the paper clip (attachment) icon, or using drag-and-drop. Copying and pasting only works for image files. Users can share attachments on Microsoft Teams through the Virtual Agent file picker user input control, and by sending attachments while chatting with a live agent.

    The live agent picker scenario:
    • Doesn't support the SVG format for image files.
    • Supports a combination of text, files, and emojis. However, orders may show up differently between how a user sends these items versus how an agent views these items.
    • Doesn't support formatted text.

    When a file upload is in progress, you can't upload or enter text for the file picker control. The uploaded files go through a virus scan and validation.

    You can link an uploaded file to a case you create using the Record Action utility. For more information, see Record Action utility.

    The following table lists the details about the properties of the File Picker.
    Table 1. File Picker properties
    Property Description
    Node name Name that identifies the File Picker user input control node in the topic flow.
    Variable name Name of the variable that stores the user response to this prompt. The variable name is automatically created from the Node name property.
    Prompt Prompt or question asking the user to upload the item. The prompt can be a text string that includes variables or a script that returns text.
    Allow user to upload Type of file to upload. All file types are supported, except the SVG format for image files.
    Advanced
    Confirmation messages
    Input completion confirmation

    Bot response shown to the user when the node interaction is complete. The message can be either a text string or a script that returns text. For example, if you're using dot-walking: Thanks, (Input Variables > Username)! Or if you're using a script, the acknowledgement might be: Thanks, {{vaInputs.username}}!

    Default value confirmation

    Message that asks the user to verify that the value in the Default value field is correct. This message is used instead of a value in the Prompt field. It can contain either a text string or a script that returns text. For example, if you're using dot-walking: Are you (Input Variables > Username)? Or if you're using a script, the confirmation message might be: Are you {{vaScripts.lastUsername}}?.
    Hide or skip 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.
    Allow user to skip this node if

    No-code condition statement or low-code script that specifies a condition for letting users skip this node in the conversation. The condition must evaluate to true. You can set this field using either the condition builder or a script.
    Skip reprompting if No-code condition statement or low-code script that specifies a condition for letting users skip reprompting in the conversation. When a preceding node is revisited through a topic loopback or Dialog Act, the Virtual Agent bypasses this node and automatically retain its original value.

    Using the File Picker control in different client interfaces

    The process to select an image differs based on the Virtual Agent client interface. Use the following steps to select an image in the client interface of your choice.

    The following table lists details about the File Picker control in different client interfaces.
    Table 2. File Picker control in different client interfaces
    Platform Steps to select an image or file
    Web UI
    1. Select Click here to upload an image. or Click here to upload a file.
    2. Select a file from your local computer. All file types are supported.

    Slack
    1. Select the Green + icon.
    2. Select Your computer.
    3. Select an image file from your local computer.

      All file types are supported.

    Microsoft Teams
    1. On your local computer, copy an image file.
    2. Paste the image file into the text input field in Microsoft Teams.

    Workplace
    1. Select the Workplace image icon Workplace image icon..
    2. Select an image file from your local computer.

      All file types are supported.

    ServiceNow mobile
    1. Touch Upload an image.
    2. Select an image file from the photo library on your mobile device.
    Note:
    The Upload a file button is only available when you enable the All file types file picker property.

    Example of a File Picker user input control

    Note:
    Virtual Agent Designer controls may display and function differently in other channels.
    File Picker properties File Picker prompt
    Figure 1. File Picker user input control basic properties
    Basic properties include the node name, prompt, and file type, either Image or All file types.
    Figure 2. Web UI file picker prompt (image)
    In a chat window, the prompt reads, "Please upload your image." The button reads, "Click here to upload an image."
    Figure 3. ServiceNow mobile file picker prompt
    Prompt that reads, "Please upload a file for the detailed description of the case." There are three options: Upload an Image, Take Photo, or Upload a File.

    Channel support

    The following table lists the details about the channel support for the File Picker user input control.
    Table 3. Channel support for the File Picker user input control
    Channel Support Constraints
    Web UI Supported None
    Mobile UI Supported

    Prompt that users see asking for permission for the app to access a camera or file system if the user has not already given the permission.

    Prompt that reads, "Mobile" Would Like to Access the Camera. The choices are "Don't Allow" and "OK."
    Now Assist panel Supported None
    Microsoft Teams Supported None
    Google Chat Supported None
    Slack Supported None
    Workplace Supported None
    Facebook Messenger Supported
    Supported file types are JPG, PNG, BMP, and MP4. The files have a maximum size limit based on the file type:
    • For images, the maximum size limit is 10 MB.
    • For videos, the maximum size limit is 200 MB.
    SMS Twilio Partial support Image files only
    LINE Supported
    Supported file types are JPG, PNG, BMP, and MP4. The files have a maximum size limit based on the file type:
    • For images, the maximum size limit is 10 MB.
    • For videos, the maximum size limit is 200 MB.
    WhatsApp Supported None
    Apple Messages for Business Supported None
    Alexa (Voice) Not supported Not applicable