---
sourceDocument: Brazil Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

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    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Conversational Interfaces

ft:clusterId :

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bundleId :

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workflow :

    - Platform


---

# NLU topic blocks

# (Legacy) Maximizing code reuse with NLU topic blocks {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
Topic blocks are reusable components that you can create to run common tasks and conversational elements in Virtual Agent conversations. Topic blocks simplify the topic authoring and maintenance process by enabling you to reuse standard procedures or actions across conversation topics.

## How reusable topic blocks work {#topic-blocks-overview-nlu__section_ayr_x4g_1kb}

A topic block is basically a subflow that performs certain actions or conversational tasks in a topic. For example, you can build a topic block that creates or retrieves certain types of records. You create topic blocks with Virtual Agent Designer, similar to the way that you build conversation topics. With Virtual Agent Designer, you can do the following:

* Set topic block properties.
* Define the controls (nodes) used in the block.
* Test or preview the block.
* Publish the block to make it available for use in topics or other topic blocks.
{#topic-blocks-overview-nlu__ul_bzp_vwv_1pb}

Unlike topics, topic blocks are not discoverable by a large language model (LLM), Natural Language Understanding (NLU), or keywords. The topic block's functionality can only be accessed by a topic.

A conversation that uses (consumes) a topic block is referred to as the calling topic. A topic block can call another topic block, but it cannot call itself. You can "nest" topic blocks in this manner, even if the
flow returns to the initial topic, as in this example:  
Figure 1. Chain of nested topic blocks  
Note:  
If Virtual Agent detects an infinite loop, the conversation ends.

The Virtual Agent platform and applications provide pre-built topic blocks for common tasks or subflows. You can use these pre-built topic blocks in your conversation topics "as is" in the appropriate application
scope by duplicating them. You can then customize these pre-built topic blocks as needed. Some of the common topic blocks include the following.  
{#topic-blocks-overview-nlu__table_dxm_wkw_jkb__entry__2}

| Pre-built topic blocks | Application scope |
|-|-|
| * Transfer to Live Agent: Transfers a bot conversation to a live agent. * Survey: Presents a survey for collecting feedback for an agent. * Geolocation: Gathers information about the user's location. * Pause: Insert a pause (in seconds) in the conversation. * Deflection: Tracks deflection metrics for the Virtual Agent. {#topic-blocks-overview-nlu__ul_nty_d5y_jkb} | Global. Provided with the Glide Virtual Agent plugin (com.glide.cs.chatbot). |
| Contextual search: Uses a search phrase to return search results in a card format, such as knowledge articles and catalog items. | Common topic block used by the CSM, HR Service Delivery, and ITSM business applications. Provided with the Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks). This plugin is included with the [Virtual Agent conversation plugins](https://www.servicenow.com/docs/h10BwtPn2w__geSF7IiV4A "Prebuilt Virtual Agent conversations (topics), reusable topic blocks, and ServiceNow NLU models are available for the Virtual Agent platform and various business applications, such as Customer Service Management, HR Service Delivery, IT Service Management, and more.") for these business applications. |
[Table 1. Examples of pre-built topic blocks]

{#topic-blocks-overview-nlu__table_dxm_wkw_jkb}

On the home page, you can use the filter icon ![Filter icon.]() to filter and view only the topic blocks.

After you create and publish a topic block, the block is available for use as a Topic Block utility in Virtual Agent Designer. You can add the topic block to a calling topic or to another topic block. In the following example, the calling topic uses the Contextual Search topic block. When a topic calls the
Contextual Search topic block, the conversation flow contained in the topic block executes.

## What to do next {#topic-blocks-overview-nlu__section_nk4_43h_1kb}

Working with topic blocks involves the following steps:

1. [Create a reusable topic block.](https://www.servicenow.com/docs/k6pzIGSQ_xsw8mBhD~cAmw "Build a reusable component that performs a specific subflow of tasks and conversational elements in Virtual Agent conversations.")

   Build a conversation component that performs a common function that can be reused in Virtual Agent conversations.
2. [Add a reusable topic block to a calling topic or topic block.](https://www.servicenow.com/docs/vF4UydsXfrtC0RozFOLx3Q "Add a reusable topic block to a calling (parent) topic or topic block to run a specific function or task in the calling topic. You specify input parameters used in the topic block, and you specify output parameters that are used by the calling topic.")

   To run a specific subflow, add a reusable topic block to a calling (parent) topic or topic block. Specify the inputs that are used in the topic block and review outputs that are returned from the topic block.
3. [Maintain topic blocks and associated calling topics (as needed).](https://www.servicenow.com/docs/uNsy5t~cN89eg4KdJEJoQg "When you update topic blocks, Assistant Designer provides built-in checks to help you identify changes to topic blocks that affect the calling topics that use them. Updates include changing input and output parameters, deleting topic blocks, and publishing inactive and active topic blocks and calling topics.")

   When you update a published topic block, Virtual Agent Designer performs certain checks. Displayed messages inform you of changes that you may want to make to calling topics that use the updated block.
{#topic-blocks-overview-nlu__ol_gpj_m1p_fpb}
* **[(Legacy) Virtual Agent pre-built topic blocks for NLU](https://www.servicenow.com/docs/ajcYSYuk_YYzBie7XUpsqw)**   
  Virtual Agent provides pre-built topic blocks that topic authors or admins can use to perform specific platform-related functions or tasks in bot conversations. For example, certain topic blocks enable you to check agent availability or generate AI Search results.
* **[(Legacy) Using the Geolocation topic block](https://www.servicenow.com/docs/o~mfBKYJqI4mdd~H8O~Hrw)**   
  Topic authors can include a pre-built topic block called Geolocation in conversations with users. The Geolocation topic block retrieves the latitude and longitude coordinates of the user's location.