---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/conversational-interfaces

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Deflection utility

# Deflection utility {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

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 {#va-deflection__section_xwb_mgn_pdb}

Specify the flow action properties for the node that you want to create.  
{#va-deflection__action-utility-properties-sheet-table__entry__2}

| 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](https://servicenow-prod.fluidtopics.net/zD21rb~Z8RkpPlIGpygpoQ "Set up deflection settings to create deflection configurations and deflection patterns that you can map to deflection topic blocks in Virtual Agent conversation topics. These deflections help you to track the issues that Virtual Agent helped to resolve or actually resolved for a user."). |
| 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](https://servicenow-prod.fluidtopics.net/zD21rb~Z8RkpPlIGpygpoQ "Set up deflection settings to create deflection configurations and deflection patterns that you can map to deflection topic blocks in Virtual Agent conversation topics. These deflections help you to track the issues that Virtual Agent helped to resolve or actually resolved for a user.") 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. |
[ ]

{#va-deflection__action-utility-properties-sheet-table}

## Example Deflection utility {#va-deflection__section_mzc_yzl_vdb}