---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Virtual Agent Designer utilities

# Virtual Agent Designer utilities {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can control interactions within a topic by using utilities in Virtual Agent Designer. These utilities perform various actions such as adding
topic blocks (reusable components), running a script, or adding different conversation paths
(branches) in a topic. Utilities are represented as nodes in a conversation flow but do not
display anything to the user.
The following utilities are available for use within a Virtual Agent
topic.
* **[Lookup utility](https://servicenow-prod.fluidtopics.net/jNKMBkCMcfjpKIwhILiXAQ)**   
  Use the Lookup utility in a Virtual Agent topic to return a ServiceNow record query.
* **[Script Action utility](https://servicenow-prod.fluidtopics.net/kjZBpkuAR8qQfvY_53JgeA)**   
  Use the Script Action utility in a Virtual Agent topic to run a script.
* **[Record Action utility](https://servicenow-prod.fluidtopics.net/n94HFZeelEQfMMouU1WEtQ)**   
  Use the Record Action utility in a Virtual Agent topic to create or update a ServiceNow record in a table.
* **[Decision utility](https://servicenow-prod.fluidtopics.net/q7ASKwDwP8qCmZwuTfqsGQ)**   
  Use the Decision utility in a Virtual Agent topic to add two or more branches that represent different paths in a conversation.
* **[Topic Block utility](https://servicenow-prod.fluidtopics.net/OGe22CJI1TK~0glQbjpKTA)**   
  Use a Topic Block in a Virtual Agent conversation to perform a specific function or subflow that runs certain steps in a calling topic.
* **[Custom control utility](https://servicenow-prod.fluidtopics.net/0gi~UK9McfAqhvf8VhGk6Q)**   
  Use the Custom Control utility in a Virtual Agent topic or topic block to reference a custom input control or a custom response control. Custom controls complement the controls provided in Virtual Agent Designer.
* **[Action utility](https://servicenow-prod.fluidtopics.net/wA0L2dM3~Em5QA~xiBtHBQ)**   
  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.
* **[Deflection utility](https://servicenow-prod.fluidtopics.net/7g3KEXhpBQxinMPUv9wP2g)**   
  Use the Deflection utility in Virtual Agent to track issues that Virtual Agent helped to resolve or actually resolved for a user.
* **[Diagnostic Topic Executor utility](https://servicenow-prod.fluidtopics.net/5KN8pEU~3tIJGIDcSno6Bg)**   
  Use the Diagnostic Topic Executor utility in Virtual Agent to ensure the proper function of components in a topic.
* **[Geolocation utility](https://servicenow-prod.fluidtopics.net/hZ8oO3y8TCBqDQEOjFbLBQ)**   
  Use the Geolocation utility to gather map coordinates from a user, to personalize topics to a user's location, provide data for navigation or on-site tasks, and other services.
* **[Multi File Upload utility](https://servicenow-prod.fluidtopics.net/IEKbS~6bdM8GcrWzcOoXzg)**   
  Use the Multi File Upload utility to upload more than one file at a time in a Virtual Agent conversation.
* **[Pause utility](https://servicenow-prod.fluidtopics.net/HeRh_Np6UxqM8uq8yOwamg)**   
  Use the Pause utility to create a temporary halt in your Virtual Agent conversations.
* **[AI Connector utility](https://servicenow-prod.fluidtopics.net/Q1_HU4HKdrJFz5aBOUSHMA)**   
  Use this utility to link generative AI to custom skills for improved performance.