Email predictive text assistance skill

[Astron0809]

We have enabled the Email Predictive Text Assistance platform skill and completed the required configuration. However, we haven’t been able to find any documentation that explains how the skill works or how it can be tested.
Could anyone share any documentation, implementation guide, or best practices for testing this skill? Specifically, we’d like to understand:
  1. The expected behavior once it is enabled.
  2. The recommended approach for testing its functionality.

Any guidance or relevant documentation would be greatly appreciated.
Thank you!

[pratikjagtap]

Hi @Astron0809 ,

Once Email Predictive Text Assistance is enabled and configured, it uses Now Assist Generative AI to suggest email content while an agent is composing an email. It does not generate emails automatically; instead, it provides AI-assisted text suggestions based on the record context (such as Incident, Case, or HR Case).

Expected Behavior

• Open a supported record (for example, Incident or Case).
• Start composing an email in the email client/workspace.
• The AI analyzes the record context and draft email.
• It suggests text to complete or improve the email.
• The agent can accept, edit, or ignore the suggestion before sending.

Recommended Testing Approach

1. Verify that the required Now Assist plugins, AI Search, and Generative AI capabilities are active.
2. Confirm that the test user has the required Now Assist roles/licenses.
3. Open a supported record (Incident, Case, etc.).
4. Compose an email with a partial sentence (for example, "We are currently investigating...").
5. Check whether the AI Predictive Text suggestion appears while typing.
6. Accept the suggestion and verify that it is inserted into the email draft.
7. Test with different records and users to ensure consistent behavior.

Best Practices

• Test in a non-production instance first.
• Use records with meaningful descriptions and work notes, as richer context generally produces better suggestions.
• Verify that AI provider connectivity and Now Assist configuration are healthy if no suggestions appear.
• Review system logs and Now Assist diagnostics if the feature doesn't activate.

If you're not seeing any suggestions after completing the configuration, verify that your ServiceNow release supports Email Predictive Text Assistance, your Now Assist entitlement/license includes this capability, and that you're testing in a supported workspace or email composer, as the feature is not available in every UI.

If my response helped, please hit the 👍Thumb Icon and accept the solution so that it benefits future readers.

Regards,
Pratik

[Vamsi_Krishna07]

Hi @pratikjagtap,

What's the difference between "Email recommendation" skill and this platform skill?

Thanks!

[Astron0809]

Hi @pratikjagtap, 

Thank you for the document. But what is the exact difference between Email Recommendation and Email Predictive Text Assistance?  Both appear to provide AI-assisted suggestions while composing emails using the record context. Could you explain the key differences in terms of functionality and when each feature is intended to be used.

[Tanushree Maiti]

Hi @Astron0809 

Refer this servicenow documentation:

Email recommendations using the Now Assist context menu