Universal Request Virtual Agent conversation flows

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Universal Request Virtual Agent includes several predefined topic conversations that you can use to resolve common tasks on your universal requests.

    The Universal Request Virtual Agent contains the following predefined conversation flows:

    Create a universal request
    If employees cannot find the required assistance in the form of self-help topics, they can create a universal request using the Virtual Agent in the chat option on the search page. They can also assign the request to the correct department. If the request contains sensitive information, they can mark the request as sensitive while creating it.
    Figure 1. UR with sensitive information
    Figure 2. UR without sensitive information
    Add comments to your universal request
    Employees can add comments to universal requests opened for them. If employees track their universal requests, the comments are also displayed in the chat along with other details.
    Figure 3. Adding comments in UR
    Update watchlist
    Employees can add people to the watchlist in universal requests opened for them.
    Figure 4. Add people to watchlist
    Close a universal request
    Employees can close a universal request opened for them.
    Figure 5. Closing UR