---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Universal Request Virtual Agent conversation flows

# Universal Request
Virtual Agent conversation flows {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Universal Request
Virtual Agent includes several predefined topic conversations that you can use to
resolve common tasks on your universal requests.

The Universal Request
Virtual Agent contains the following predefined conversation flows:

Create a universal request
:   If employees cannot find the required assistance in the form of self-help topics, they can
    create a universal request using the Virtual Agent in the chat option on the
    search page. They can also assign the request to the correct department. If the request
    contains sensitive information, they can mark the request as sensitive while creating it.  
    Figura 1. UR with sensitive information

    Figura 2. UR without sensitive information

Add comments to your universal request
:   Employees can add comments to universal requests opened for them. If employees track their
    universal requests, the comments are also displayed in the chat along with other details. Figura 3. Adding comments in UR

Update watchlist
:   Employees can add people to the watchlist in universal requests opened for them.Figura 4. Add people to watchlist

Close a universal request
:   Employees can close a universal request opened for them. Figura 5. Closing UR