Use the Action utility to integrate ServiceNow Flow Designer workflows in Virtual Agent topics. The Action node triggers the required Flow Designer workflows used in the Virtual Agent conversation.

Before you begin

Create a Virtual Agent topic, if you don't already have one.

Be familiar with the following features:
  • Flow Designer concepts and tasks. For more information, see Flow Designer.
  • Virtual Agent Designer utilities, such as the Lookup utility, and the Script Action utility.

    Use these utilities to control the actions within the Virtual Agent conversation. For more information about these utilities, see Virtual Agent Designer utilities.

  • Virtual Agent controls. You may be asked to enter any of the following:
    • Text strings
    • Data pills
    • Strings with embedded data pills
    • Scripts that return strings

    For more information, see Virtual Agent Designer controls.

Role required: virtual_agent_admin or admin

Procedure

  1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer, and in the Topics page, click the topic you want to use.
  2. From the Utilities section of the palette, drag-and-drop the Action utility icon ( ) onto the canvas at the appropriate location on the conversation flow.
    The Action utility is now a node in the conversation flow, and the Action utility properties panel appears.
  3. On the form, fill in the fields.
    Table 1. Action utility properties sheet
    Property Description
    Node name The name of this Action node.
    Invoke Flow Designer object
    Select one of the following Flow Designer components:
    • 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 Flow Designer content that is dedicated to a particular application or record type.

    For a list of default spokes, see Spokes.
    Action/Subflow

    The Flow Designer 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, click the link beneath your selection to view it in Flow Designer.
    Wait for response?

    Toggle switch that determines whether Virtual Agent waits for a response from the specified action before continuing.
    Input mapping Specifies 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: The Array.Reference input data type in Virtual Agent Designer corresponds to the List.[Table] input data type in Flow Designer. For more information, see Action input and output data types.
    Output mapping Specifies the variables to be output by the selected action. The contents of this area change according to the action you selected.
    Advanced (optional)
    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.
  4. Click Save.