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.

Example Deflection utility

Action utility properties.