Now Assist Email Recommendation uses email signature/template as source instead of case content

[Snowman15]

Hi all,

I’m currently using the Email Recommendation skill in ServiceNow Now Assist and have come across an issue when generating AI email responses.

When an email template (used for signature/footer) is present, the AI-generated response appears to use the content of the template/signature as the source, rather than the actual case details. This results in responses that are not relevant or meaningful.

At the moment, the only workaround is to:

• Remove the signature/footer
• Generate the AI response
• Then manually re-add the signature

As you can imagine, this is not practical for day-to-day use.

Has anyone experienced this issue or found a way to:

• Prevent the AI from using the signature/template as input
• Or configure it so that it focuses on the case content instead

Any guidance or best practices would be greatly appreciated.

Thanks in advance!

[TharaS657398130 · Accepted solution]

Hi

This happens because Now Assist treats everything in the email (including the signature/template) as input, so it gets confused and generates responses based on that instead of the case. There’s no direct setting to fix it, but the best practical solution is to keep the signature out while generating the AI response and then automatically append it afterward (using a script, notification, or UI action), or at least structure your template so the signature is clearly separated and easier for the AI to ignore.