{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":5237,"path":"conversational-interfaces/virtual-agent/va-deflection.md","title":"Deflection utility","bundle":null,"doc_type":null,"release":"australia","body":"\n# Deflection utility\n\nUse the Deflection utility in Virtual Agent to track issues that Virtual Agent helped to resolve or actually resolved for a user.\n\n## Deflection utility properties\n\nSpecify the flow action properties for the node that you want to create.\n\n<table id=\"action-utility-properties-sheet-table\"><thead><tr><th>\n\nProperty\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td>\n\nNode name\n\n</td><td>\n\nName of the Deflection node.\n\n</td></tr><tr><td class=\"sub-head\" colspan=\"2\">\n\nInput mapping\n\n</td></tr><tr><td>\n\nDeflection configuration\n\n</td><td>\n\nSelect from a list of pre-defined deflection configurations. For more information, see [Create deflection configurations and patterns](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/set-up-deflection-settings-va.md).\n\n</td></tr><tr><td>\n\nDeflection pattern\n\n</td><td>\n\nSelect 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/set-up-deflection-settings-va.md) for more.\n\n</td></tr><tr><td>\n\nActivity table\n\n</td><td>\n\nTable name where the deflection activity occurs. Add incident or task tables related to the deflection.\n\n</td></tr><tr><td>\n\nActivity IDs\n\n</td><td>\n\nList of comma-separated Activity IDs. Add AI Search results or related tasks in the deflection occurrence.\n\n</td></tr><tr><td class=\"sub-head\" colspan=\"2\">\n\nAdvanced\n\n</td></tr><tr><td class=\"sub-head\" colspan=\"2\">\n\nHide this node\n\n</td></tr><tr><td>\n\nConditionally show this node if\n\n</td><td>\n\nNo-code condition statement or low-code script that specifies a condition for presenting this node in the conversation. The condition must evaluate to true.\n\n</td></tr></tbody>\n</table>## Example Deflection utility\n\n\\[Omitted image \"flow-designer-deflection-properties.png\"\\] Alt text: Action utility properties.\n\n**Parent Topic:**[Assistant Designer utilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/va-utilities.md)\n\n"}}