Universal Request Virtual Agent conversation flows

---
title: Universal Request Virtual Agent conversation flows
description: Universal Request Virtual Agent includes several predefined topic conversations that you can use to resolve common tasks on your universal requests.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-va-conversation-flows.html
release: australia
product: Universal Request for HR Service Delivery
classification: universal-request-for-hr-service-delivery
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Virtual Agent for Universal Request, Universal Request, Employee Service Management]
---

# Universal Request Virtual Agent conversation flows

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.

    \[Omitted image "ur-va-create-sensitive.gif"\] Alt text: UR VA conversation flow for creating a UR with sensitive information.

    \[Omitted image "ur-va-create-notsensitv.gif"\] Alt text: UR VA Conversation flow for creating a 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.

    \[Omitted image "ur-va-add-comment.gif"\] Alt text: UR VA conversation flow for adding a comment to your own UR.

-   **Update watchlist**

    Employees can add people to the watchlist in universal requests opened for them.

    \[Omitted image "ur-va-update-watchlist.gif"\] Alt text: UR VA conversation flow for updating the watchlist of your own UR.

-   **Close a universal request**

    Employees can close a universal request opened for them.

    \[Omitted image "ur-va-cancel-tkt.gif"\] Alt text: UR VA Conversation flow for closing your own UR.


**Parent Topic:**[Virtual Agent for Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-va-landing.md)