Align Bot Input Character Limit with ServiceNow Restrictions to Improve User Experience

Forum|Forum|1 year ago
October 8, 2024
2 replies
44 views

Hi Team,

We have noticed that the long descriptions users provide before starting a live chat through the bot are being trimmed.

Upon analysis, we found that ServiceNow Workspace has a 160-character limit applied to the short description field. However, on the Moveworks side, the input box allows for more than this limit, causing issues when users enter details exceeding ServiceNow’s restriction.

This forces users to repeat their issue to the agent, leading to a negative experience with the bot. Could we implement a character limit on the input box to align with ServiceNow's restrictions?

Regards

Next Gen AI Assistant

kyril.remillard

Community Manager

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kyril.remillard

Community Manager

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