Action utility

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Action utility

    The Action utility in a Virtual Agent topic enables integration with ServiceNow Workflow Studio by allowing you to define flow action properties for creating nodes. This utility helps you select and configure reusable operations or automated processes (actions or subflows) within your Virtual Agent conversation flows, enhancing automation capabilities.

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    Key Features

    • Node name: Specify the name of the Action node you want to create.
    • Invoke Workflow Studio asset: Choose the type of Workflow Studio component—either an Action (reusable operation) or a Subflow (automated process with inputs/outputs).
    • Spoke: Select the scoped application containing Workflow Studio content relevant to a specific application or record type.
    • Action/Subflow selection: Pick the specific Workflow Studio action or subflow to perform. Input and output mappings adjust dynamically based on your selection, and you can view details directly in Workflow Studio.
    • Wait for response toggle: Decide whether the Virtual Agent waits for the action’s response before continuing the conversation.
    • Input mapping: Define variables for the selected action’s input, including options like strings, referenced records, and scripts. For password inputs, enable secure masking using the password2 data type to protect sensitive information.
    • Output mapping: Specify variables to receive the output from the action or subflow, adapting to your selection.
    • Advanced permissions: Choose to run the action with the permissions of the user who initiated the session or with system-level privileges to access broader capabilities.
    • Conditional visibility: Optionally hide or show this node in the conversation based on a no-code condition or low-code script that must evaluate to true.

    Key Outcomes

    By configuring the Action utility, you can seamlessly incorporate complex workflows and reusable processes into Virtual Agent conversations. This integration empowers you to automate tasks, securely handle inputs (including passwords), and manage permissions effectively, resulting in more dynamic and secure chatbot interactions tailored to your organizational needs.

    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/subflow 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.