Example Text bot response control

Table 1.

Response properties	Text bot response output

Text bot response properties

Example Text bot response script

(function execute() {
    return 'Hello ' + gs.getUser().getFirstName();
})()

In this example, the script returns a string that greets the user. The gs.getUser().getFirstName() property is used to append the current user's first name.

Example Image Output bot response control

Table 2.

Response properties	Image Output bot response output

Image Output bot response control properties

Example single link bot response control

Table 3.

Single link bot response properties	Link bot response output

Multi-link bot response control properties

Table 5.

Multi-link bot response properties	Link bot response output
	Note: Multi-link bot output is also supported in Microsoft Teams, Slack, Workplace, and Facebook Messenger.

Security considerations for HTML markup

For security reasons, an HTML sanitizer script runs automatically and checks all HTML output controls in Virtual Agent conversations. The sanitizer script removes elements or attributes that might enable cross-site scripting attacks. You can edit the HTML sanitizer script to change the list of markup items to be preserved or removed. For details, see HTML sanitizer and Configure HTML sanitizer for examples on adding markup items to the exclusion or inclusion lists.

To disable the HTML sanitizer script only for Virtual Agent conversations, add the com.glide.cs.html.sanitizer.enabled system property and set the value to false. For details on creating a system property, see Add a system property.

Example HTML bot response output

The HTML bot response shows a static HTML as a chat response. This example includes an image, headings, and paragraph text. The web UI presents this content as HTML. The Slack, Microsoft Teams, and Workplace user interfaces display the same content as a PNG image. URL links within the HTML are extracted and displayed below the image. The URL can be either an absolute or a relative link. If you use a relative link, it must be relative to the ServiceNow instance.

Table 7.

HTML bot response properties	HTML bot response output

HTML bot response control properties

Example Multi-flow Output bot response control

Table 8.

Output properties	Multi-flow Output bot response output

Multi-flow Output bot response control properties

Example Script Output bot response control

Use the Script Output bot response control when creating a more complex response that relies on scripted calculations or requires a multi-part response. Scripted output can include text, image, cards, links, and HTML to create a versatile response.

Table 9.

Script Output properties	Script Output bot response output

Script Output bot response control properties

Example script

(function execute() {
      var gdt = new GlideDateTime();
      var gt = new GlideTime();
      gdt.addSeconds(7200);
      gt = gdt.getTime();
      var multiOutMsg = new sn_cs.MultiPartOutMsg();
      multiOutMsg.addPlainTextPart('Thank you for submitting an incident.');
      multiOutMsg.addPlainTextPart('You should receive a response from a technician by ' + gt.getByFormat('HH:mm'));
      return multiOutMsg;
})()

In this example, the script calculates the time two hours from the current time and outputs a multi-part message that includes this information.

Example Card bot response output

Table 10.

Response properties	Card output
	The list template in the card layout for Facebook apps no longer supports vertical list templates. The card layout uses a horizontal scrollable carousel template effective August 15, 2019. Cards also feature a button template.

Card bot response control properties

The contents of the card must come from a single record on your instance. This record can be referenced from variables in the flow or queried using a script that returns a single Glide record from a selected table. Use the Card control properties to define which record is used and the fields that are displayed from that record.

Example Glide record query

(function execute(table) {
    /* Write a glide record query, and return the glide record.
       For example:
       
       var now_GR = new GlideRecord(table);
       now_GR.addEncodedQuery('active=true^number=INC0010099');
       now_GR.query();
       if(now_GR.next()) {
          return gr;
    }
    */
})(table)

In this example, the script creates a GlideRecord object, populates this object using a query that should return a single result, then returns the object. The Table property defines the table used in this query.