Action utility

  • Release version: Washingtondc
  • Updated February 6, 2025
  • 2 minutes to read
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    Summary of Action Utility

    The Action utility allows ServiceNow customers to integrate Virtual Agent with Flow Designer, enabling the selection and configuration of flow action properties for nodes within a Virtual Agent topic. This functionality enhances automation capabilities by utilizing reusable operations and processes defined in Flow Designer.

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    Key Features

    • Node Name: Designate a name for the Action node.
    • Invoke Flow Designer Object: Choose from Action, Subflow, or Spoke, defining the type of Flow Designer component to be used.
    • Action/Subflow: Specify the Flow Designer action or subflow for execution.
    • Wait for Response: Configure whether the Virtual Agent should pause for a response from the action before proceeding.
    • Input Mapping: Set variables to be used as input for the chosen action, with options for secure inputs.
    • Output Mapping: Define variables that the action will output.
    • Advanced Permissions: Choose the permission level for the action, either using the current user's permissions or system privileges.
    • Hide This Node: Create conditions for the node's visibility in the conversation flow.

    Key Outcomes

    By leveraging the Action utility, ServiceNow customers can effectively automate complex workflows within Virtual Agent, ensuring a seamless user experience and efficient handling of various tasks. This integration allows for tailored interactions based on user input while maintaining control over permissions and visibility in the conversation flow.

    Use the Action utility in a Virtual Agent topic to select the flow action properties that the node should create. The Action utility integrates Virtual Agent with the ServiceNow Flow Designer product.

    Action utility properties

    Specify the flow action properties for the node you want to create.

    Property Description
    Node name The name of this Action node.
    Invoke Flow Designer object
    Flow Designer component type. Select one of the following:
    • Action: A reusable operation.
    • Subflow: An automated process that consists of a sequence of reusable actions, data inputs, and outputs.
    Spoke

    Name of the scoped application that contains Flow Designer content that is dedicated to a particular application or record type.

    For a list of default spokes, see Spokes.
    Action/Subflow

    The Flow Designer action or subflow to be performed in the instance. The Input mapping and Output mapping areas change depending on your selection.

    For details about the action, click the link beneath your selection to view it in Flow Designer.
    Wait for response?

    Toggle switch that determines whether Virtual Agent waits for a response from the specified action before continuing.
    Input mapping The variables to be used as input to the selected action. The contents of this area change according to the action you selected. Options may include string input, referenced records, scripts, and so forth.

    For options that require a password, enable the Include a password input toggle switch to prompt the user for a password. Secure inputs must use the password2 data type. Input is securely masked and not viewable by others.

    Note:

    If a field is locked and you can’t enter a string, the pill picker value must match the field type. For example, if the field type is document_id, the referenced value type must also be document_id. If no matching field exists, reference a field created in another FDIH action output or use a script.
    Output mapping The variables to be output by the selected action. The contents of this area change according to the action you selected.
    Advanced
    Permissions
    Run as
    Permissions to use for the action. Select one of the following options:
    • User who initiates session: When selected, the action runs using the same permissions that the current user has.
    • System User: When selected, the action runs using system privileges, some of which may be unavailable to the current user.
    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.

    Example Action utility

    Action utility properties.