Assistant Designer utilities

You can control interactions within a topic by using utilities in Assistant Designer. These utilities perform various actions such as adding topic blocks (reusable components), running a script, or adding different conversation paths (branches) in a topic. Utilities are represented as nodes in a conversation flow but do not display anything to the user.

The following utilities are available for use within a Virtual Agent topic.

• Lookup utility
  Use the Lookup utility in a Virtual Agent topic to return a ServiceNow record query.
• Script Action utility
  Use the Script Action utility in a Virtual Agent topic to run a script.
• Record Action utility
  Use the Record Action utility in a Virtual Agent topic to create or update a ServiceNow record in a table.
• Decision utility
  Use the Decision utility in a Virtual Agent topic to add two or more branches that represent different paths in a conversation.
• Topic Block utility
  Use a Topic Block in a Virtual Agent conversation to perform a specific function or subflow that runs certain steps in a calling topic.
• Action utility
  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.
• Custom control utility
  Use the Custom Control utility in a Virtual Agent topic or topic block to reference a custom input control or a custom response control. Custom controls complement the controls provided in Assistant Designer.
• AI Connector utility
  Use this utility to link generative AI to custom skills for added versatility in your Virtual Agent LLM (large language model) conversations.
• Deflection utility
  Use the Deflection utility in Virtual Agent to track issues that Virtual Agent helped to resolve or actually resolved for a user.
• Diagnostic Topic Executor utility
  Use the Diagnostic Topic Executor utility in Virtual Agent to ensure the proper function of components in a topic.
• Geolocation utility
  Use the Geolocation utility to gather map coordinates from a user, to personalize topics to a user's location, provide data for navigation or on-site tasks, and other services.
• Multi File Upload utility
  Use the Multi File Upload utility to upload more than one file at a time in a Virtual Agent conversation.
• Pause utility
  Use the Pause utility to create a temporary halt in your Virtual Agent conversations.