\(Legacy\) Virtual Agent Designer bot response channel support for NLU
reference australia Updated Sep 10, 2026 7 min read va-bot-responses-nlu.md
Virtual Agent Designer offers various controls for displaying bot responses in a conversation. Because the bot responses occur in third-party platforms, the format for each output may vary.
The following tables describe channel support for each NLU bot response control.
| 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. |
| Channel | Support | Constraints |
|---|---|---|
| Web UI | Supported | The maximum image size is determined by the com.glide.attachment.max_size system property. The default value is 1024 MB. |
| Mobile UI | Supported | The maximum image size is determined by the com.glide.attachment.max_size system property. The default value is 1024 MB. |
| Now Assist panel | Not supported | Not applicable |
| Microsoft Teams | Supported | None |
| Slack | Supported | For details about the maximum image size allowed, check the Slack documentation. |
| Workplace | Supported | For details about the maximum image size allowed, check the Workplace documentation. |
| Facebook Messenger | Supported | For details about the maximum image size allowed, check the Facebook Messenger documentation. |
| SMS Twilio | Supported | File size limits may vary. For Twilio limitations, check their Accepted Content Types for Media. |
| LINE | Supported | File size limits may vary. For details, see the LINE documentation. |
| Supported | File size limits may vary. For details, see the WhatsApp documentation. | |
| Apple Messages for Business | Supported | None |
| Alexa (Voice) | Partial support | Supported on devices with screens. For nonscreen devices, the user receives a message: We found an image. For details, see (Legacy) Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience. |
| 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 | The web link appears as a URL button in the conversation. |
| SMS Twilio | Supported | None |
| LINE | Supported | None |
| Supported | None | |
| Apple Messages for Business | Supported | Any URLs must be added to the allowed domain list [sys_cs_hostname_allow_list] table. |
| Alexa (Voice) | Partial support | Supported on devices with screens. For nonscreen devices, the user receives a message: We found a link. For details, see (Legacy) Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience. |
| Channel | Support | Constraints |
|---|---|---|
| Web UI | Supported | None |
| Mobile UI | Supported | None |
| Now Assist panel | Supported | None |
| Microsoft Teams | Supported | Since HTML is rendered as an image in Microsoft Teams, other controls are recommended. For example, use images or cards instead of HTML for Microsoft Teams. |
| Slack | Supported | None |
| Workplace | Supported | None |
| Facebook Messenger | Not supported | Not applicable |
| SMS Twilio | Not supported | Not applicable |
| LINE | Not supported | Not applicable |
| Not supported | Not applicable | |
| Apple Messages for Business | Not supported | Not applicable |
| Alexa (Voice) | Partial support | Supported on devices with screens. For nonscreen devices, the user receives a message: We found a link. For details, see (Legacy) Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience. |
| 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 | Not supported | Not applicable |
| Not supported | Not applicable | |
| Apple Messages for Business | Not supported | Not applicable |
| Alexa (Voice) | Partial support | Supported on devices with screens. For non-screen devices, the user receives a message if unsupported elements are used: We found a link. For details, see (Legacy) Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience. |
| 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 | Not supported | Not applicable |
| Not supported | Not applicable | |
| Apple Messages for Business | Not supported | Not applicable |
| Alexa (Voice) | Partial support | Support depends on the type of response. For example, images and links may only be available on devices with screens. For details, see (Legacy) Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience. |
|
Channel |
Support |
Constraints |
|---|---|---|
|
Web UI |
Supported |
None |
|
Mobile UI |
Supported |
None |
|
Now Assist panel |
Partial support |
Record cards and record cards with action only. |
|
Microsoft Teams |
Supported |
The video control displays a thumbnail image of the video that users select to open the video in their preferred web browser. |
|
Slack |
Supported |
Conversational Integration with Slack Version 2.0.0 and later.The video control displays a thumbnail image of the video that users select to open the video in their preferred web browser. |
|
Workplace |
Partial support |
Image card output not available.Facebook apps no longer support vertical list templates. The card layout uses a horizontal, scrollable carousel template effective August 15, 2019. Cards also feature a button template. |
|
Facebook Messenger |
Supported |
None |
|
SMS Twilio |
Supported |
Records and image cards only. |
|
LINE |
Partial support |
Records and image cards only. |
|
|
Partial support |
Records and image cards only. |
|
Apple Messages for Business |
Supported |
None |
|
Alexa (Voice) |
Partial support |
Some types of output are only available on devices with screens. For nonscreen devices, the card title is read. For details, see (Legacy) Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience. |
|
Channel |
Support |
Constraints |
|---|---|---|
|
Web UI |
Supported |
None |
|
Mobile UI |
Supported |
None |
|
Now Assist panel |
Not supported |
Not applicable |
|
Microsoft Teams |
Supported |
The video control displays a thumbnail image of the video that users select to open the video in their preferred web browser. |
|
Slack |
Supported |
Conversational Integration with Slack version 2.0.0 and later.The video control displays a thumbnail image of the video that users select to open the video in their preferred web browser. |
|
Workplace |
Supported |
None |
|
Facebook Messenger |
Not supported |
Not applicable |
|
SMS Twilio |
Not supported |
Not applicable |
|
LINE |
Not supported |
Not applicable |
|
|
Not supported |
Not applicable |
|
Apple Messages for Business |
Not supported |
Not applicable |
|
Alexa (Voice) |
Not supported |
Not applicable |
440 lines · 11.1 KB
--- title: \(Legacy\) Virtual Agent Designer bot response channel support for NLU description: Virtual Agent Designer offers various controls for displaying bot responses in a conversation. Because the bot responses occur in third-party platforms, the format for each output may vary. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/va-bot-responses-nlu.html release: australia topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 7 breadcrumb: [Virtual Agent Designer interface reference, NLU reference, \(Legacy\) Virtual Agent for NLU, Conversational Interfaces] --- # \(Legacy\) Virtual Agent Designer bot response channel support for NLU Virtual Agent Designer offers various controls for displaying bot responses in a conversation. Because the bot responses occur in third-party platforms, the format for each output may vary. The following tables describe channel support for each NLU bot response control. |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| |WhatsApp|Supported|None| |Apple Messages for Business|Supported|None| |Alexa \(Voice\)|Supported|For screen devices, full support. For nonscreen devices, the header is read.| |Channel|Support|Constraints| |-------|-------|-----------| |Web UI|Supported|The maximum image size is determined by the **com.glide.attachment.max\_size** system property. The default value is 1024 MB.| |Mobile UI|Supported|The maximum image size is determined by the **com.glide.attachment.max\_size** system property. The default value is 1024 MB.| |Now Assist panel|Not supported|Not applicable| |Microsoft Teams|Supported|None| |Slack|Supported|For details about the maximum image size allowed, check the Slack documentation.| |Workplace|Supported|For details about the maximum image size allowed, check the Workplace documentation.| |Facebook Messenger|Supported|For details about the maximum image size allowed, check the Facebook Messenger documentation.| |SMS Twilio|Supported|File size limits may vary. For Twilio limitations, check their [Accepted Content Types for Media](https://www.twilio.com/docs/sms/accepted-mime-types).| |LINE|Supported|File size limits may vary. For details, see the LINE documentation.| |WhatsApp|Supported|File size limits may vary. For details, see the WhatsApp documentation.| |Apple Messages for Business|Supported|None| |Alexa \(Voice\)|Partial support|Supported on devices with screens. For nonscreen devices, the user receives a message: `We found an image`. For details, see [\(Legacy\) Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/va-settings-for-alexa.md).| |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|The web link appears as a [URL button](https://developers.facebook.com/docs/messenger-platform/send-messages/buttons#url) in the conversation.| |SMS Twilio|Supported|None| |LINE|Supported|None| |WhatsApp|Supported|None| |Apple Messages for Business|Supported|Any URLs must be added to the allowed domain list \[sys\_cs\_hostname\_allow\_list\] table.| |Alexa \(Voice\)|Partial support|Supported on devices with screens. For nonscreen devices, the user receives a message: `We found a link`. For details, see [\(Legacy\) Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/va-settings-for-alexa.md).| |Channel|Support|Constraints| |-------|-------|-----------| |Web UI|Supported|None| |Mobile UI|Supported|None| |Now Assist panel|Supported|None| |Microsoft Teams|Supported|Since HTML is rendered as an image in Microsoft Teams, other controls are recommended. For example, use images or cards instead of HTML for Microsoft Teams.| |Slack|Supported|None| |Workplace|Supported|None| |Facebook Messenger|Not supported|Not applicable| |SMS Twilio|Not supported|Not applicable| |LINE|Not supported|Not applicable| |WhatsApp|Not supported|Not applicable| |Apple Messages for Business|Not supported|Not applicable| |Alexa \(Voice\)|Partial support|Supported on devices with screens. For nonscreen devices, the user receives a message: `We found a link`. For details, see [\(Legacy\) Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/va-settings-for-alexa.md).| |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|Not supported|Not applicable| |WhatsApp|Not supported|Not applicable| |Apple Messages for Business|Not supported|Not applicable| |Alexa \(Voice\)|Partial support|Supported on devices with screens. For non-screen devices, the user receives a message if unsupported elements are used: `We found a link`. For details, see [\(Legacy\) Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/va-settings-for-alexa.md).| |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|Not supported|Not applicable| |WhatsApp|Not supported|Not applicable| |Apple Messages for Business|Not supported|Not applicable| |Alexa \(Voice\)|Partial support|Support depends on the type of response. For example, images and links may only be available on devices with screens. For details, see [\(Legacy\) Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/va-settings-for-alexa.md).| <table id="table_yqr_3fp_tsb"><thead><tr><th> Channel </th><th> Support </th><th> Constraints </th></tr></thead><tbody><tr><td> Web UI </td><td> Supported </td><td> None </td></tr><tr><td> Mobile UI </td><td> Supported </td><td> None </td></tr><tr><td> Now Assist panel </td><td> Partial support </td><td> Record cards and record cards with action only. </td></tr><tr><td> Microsoft Teams </td><td> Supported </td><td> The video control displays a thumbnail image of the video that users select to open the video in their preferred web browser. </td></tr><tr><td> Slack </td><td> Supported </td><td> Conversational Integration with Slack Version 2.0.0 and later.The video control displays a thumbnail image of the video that users select to open the video in their preferred web browser. </td></tr><tr><td> Workplace </td><td> Partial support </td><td> Image card output not available.Facebook apps no longer support vertical list templates. The card layout uses a horizontal, scrollable carousel template effective August 15, 2019. Cards also feature a button template. </td></tr><tr><td> Facebook Messenger </td><td> Supported </td><td> None </td></tr><tr><td> SMS Twilio </td><td> Supported </td><td> Records and image cards only. </td></tr><tr><td> LINE </td><td> Partial support </td><td> Records and image cards only. </td></tr><tr><td> WhatsApp </td><td> Partial support </td><td> Records and image cards only. </td></tr><tr><td> Apple Messages for Business </td><td> Supported </td><td> None </td></tr><tr><td> Alexa \(Voice\) </td><td> Partial support </td><td> Some types of output are only available on devices with screens. For nonscreen devices, the card title is read. For details, see [\(Legacy\) Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/va-settings-for-alexa.md). </td></tr></tbody> </table>|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 [\(Legacy\) Fine-tune Virtual Agent settings and topics for the best Alexa voice chat experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/va-settings-for-alexa.md).| <table id="table_ttn_s5w_tsb"><thead><tr><th> Channel </th><th> Support </th><th> Constraints </th></tr></thead><tbody><tr><td> Web UI </td><td> Supported </td><td> None </td></tr><tr><td> Mobile UI </td><td> Supported </td><td> None </td></tr><tr><td> Now Assist panel </td><td> Not supported </td><td> Not applicable </td></tr><tr><td> Microsoft Teams </td><td> Supported </td><td> The video control displays a thumbnail image of the video that users select to open the video in their preferred web browser. </td></tr><tr><td> Slack </td><td> Supported </td><td> Conversational Integration with Slack version 2.0.0 and later.The video control displays a thumbnail image of the video that users select to open the video in their preferred web browser. </td></tr><tr><td> Workplace </td><td> Supported </td><td> None </td></tr><tr><td> Facebook Messenger </td><td> Not supported </td><td> Not applicable </td></tr><tr><td> SMS Twilio </td><td> Not supported </td><td> Not applicable </td></tr><tr><td> LINE </td><td> Not supported </td><td> Not applicable </td></tr><tr><td> WhatsApp </td><td> Not supported </td><td> Not applicable </td></tr><tr><td> Apple Messages for Business </td><td> Not supported </td><td> Not applicable </td></tr><tr><td> Alexa \(Voice\) </td><td> Not supported </td><td> Not applicable </td></tr></tbody> </table>**Parent Topic:**[\(Legacy\) Virtual Agent Designer interface reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/vad-reference-nlu.md)
| title | \(Legacy\) Virtual Agent Designer bot response channel support for NLU |
| description | Virtual Agent Designer offers various controls for displaying bot responses in a conversation. Because the bot responses occur in third-party platforms, the format for each output may vary. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/conversational-interfaces/va-bot-responses-nlu.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 7 |
| breadcrumb | Virtual Agent Designer interface referenceNLU reference\(Legacy\) Virtual Agent for NLUConversational Interfaces |