Action utility

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Action utility

    The Action utility in Virtual Agent topics enables ServiceNow customers to integrate Virtual Agent conversations with Workflow Studio actions and subflows. It allows the creation of nodes that invoke specific Workflow Studio components, facilitating automated processes and reusable operations within Virtual Agent dialogues.

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    Key Features

    • Node Configuration: Define the node name and specify the Workflow Studio asset type—either an Action (reusable operation) or a Subflow (automated sequence).
    • Scoped Application Integration: Select the scoped application (Spoke) containing the Workflow Studio content tailored to particular applications or record types.
    • Action/Subflow Selection: Choose the specific Workflow Studio action or subflow to execute, with dynamic input and output mapping areas that adjust based on the selection.
    • Wait for Response Toggle: Decide whether Virtual Agent should pause to wait for the action’s response before continuing the conversation.
    • Input Mapping: Map variables as inputs to the selected action, supporting string inputs, referenced records, scripts, and secure password inputs (using a masked password2 data type).
    • Output Mapping: Define variables that the action outputs back to Virtual Agent, enabling dynamic flow control based on action results.
    • Advanced Permissions: Specify whether the action runs with the permissions of the user initiating the session or with elevated system user privileges, ensuring appropriate access control.
    • Conditional Node Visibility: Use no-code or low-code conditions to control whether the Action utility node is shown during the conversation, based on evaluating a true condition.

    Key Outcomes

    With the Action utility, ServiceNow customers can seamlessly extend Virtual Agent capabilities by leveraging Workflow Studio’s automation features within conversational flows. This integration enhances the Virtual Agent’s effectiveness by executing backend workflows, handling inputs securely, and managing permissions appropriately. The conditional visibility and wait-for-response features provide fine-grained control over conversation flow and user experience.

    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 Workflow Studio 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 Workflow Studio asset
    Workflow Studio 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 Workflow Studio content that is dedicated to a particular application or record type.

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

    The Workflow Studio 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, select the link beneath your selection to view it in Workflow Studio.
    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. Different Input and Output properties appear depending on which Action or Subflow you select.