Action utility
Summarize
Summary of Action utility
The Action utility integrates Virtual Agent with ServiceNow's Workflow Studio, allowing customers to define flow action properties for nodes within Virtual Agent topics. This functionality enables the automation of tasks and processes by connecting with various workflows and actions.
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Key Features
- Node Name: Designate a name for the Action node.
- Invoke Workflow Studio Asset: Choose from Action, Subflow, or Spoke types to determine how the node interacts with Workflow Studio.
- Action/Subflow: Specify the action or subflow to be executed.
- Wait for Response: A toggle to decide if Virtual Agent should wait for a response from the action.
- Input Mapping: Define variables for input; includes options for secure input when necessary.
- Output Mapping: Configure variables for output based on the selected action.
- Advanced Permissions: Choose permissions for the action execution, either as the user or with system privileges.
- Hide This Node: Set conditions for when this node should be visible in the conversation.
Key Outcomes
Utilizing the Action utility allows ServiceNow customers to enhance their Virtual Agent experience by automating workflows and improving user interactions. By specifying action properties, mapping inputs and outputs, and managing permissions, customers can create efficient and responsive virtual agents tailored to their business needs.
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.
Action utility properties
Specify the flow action properties for the node you want to create.
| Property | Description |
|---|---|
| Node name | The name of this Action node. |
| Invoke Workflow Studio asset | Workflow Studio component type. Select one of the following:
|
| Spoke | Name of the scoped application that contains Workflow Studio content that is dedicated to a particular application or record type. For a list of default spokes, see Spokes. |
| Action/Subflow | The Workflow Studio 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 Workflow Studio. |
| Wait for response? | Toggle switch that determines whether Virtual Agent waits for a response from the specified action before continuing. |
| Input mapping | 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:
If a field is locked and you can’t enter a string, the pill picker value must match the field type. For example, if the field type is document_id, the referenced value type must also be document_id. If no matching field exists, reference a field created in another FDIH action output or use a script. |
| Output mapping | The variables to be output by the selected action. The contents of this area change according to the action you selected. |
| Advanced | |
| Permissions | |
| Run as | Permissions to use for the action. Select one of the
following options:
|
| 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. |