Deflection utility
Use the Deflection utility in Virtual Agent to track issues that Virtual Agent helped to resolve or actually resolved for a user.
Deflection utility properties
Specify the flow action properties for the node that you want to create.
| Property | Description |
|---|---|
| Node name | Name of the Deflection node. |
| Input mapping | |
| Deflection configuration | Select from a list of pre-defined deflection configurations. For more information, see Create deflection configurations and patterns. |
| Deflection pattern | Select from a list of pre-defined deflection patterns. Ensure that your selection is tied to a pre-defined deflection. See Create deflection configurations and patterns for more. |
| Activity table | Table name where the deflection activity occurs. Add incident or task tables related to the deflection. |
| Activity IDs | List of comma-separated Activity IDs. Add AI Search results or related tasks in the deflection occurrence. |
| Advanced | |
| 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. |