Formatting the email body for emails sent from Virtual Agent

[Keszia]

We're using the Action utility with ServiceNow Core as the Spoke and Send email as the Action. We've found out how to populate contents in the email but now I'd like to format it. Initially, apply a font to it and be able to bold or italicize font where needed. I'd also like to embed images (i.e., screenshots of error messages, or email signatures).

How can we do this? There's a lot of content online but none of it really speaks to this specific need. I am a novice in JavaScript so plain English is appreciated in this regard 🙂

[Mark Roethof · Accepted solution]

Hi there,

It's a good practice to avoid using the Send email action. Use the Send notification action instead. Advantage of that is all notifications in one place (the notification table), you can re-use notifications, you can format notifications, etcetera.

[Community Alums]

Hi @Keszia When using the send email action, how did you set the "send to" field and also the other ones? I am stuck and doesn't seem to work. It appears to be a string, but when I type an email in it, is not sending the email eventually. Unless I am missing something here? Thanks

[Keszia]

Hey @Community Alums we've ended up using the email notification function instead of this in-build send email action within the Virtual Agent as we found it incredibly limiting. I don't have the answer for you on this one sorry! It might be worth raising it to ServiceNow via an incident.

[Community Alums]

@Keszia Thanks for the info. One more question, when using the email notification action, how did you pass the user inputs from the VA conversation to the email notification? Thanks