--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Generate an email reply recommendation by using ServiceNow Otto for HR Service Delivery (HRSD) # Generate an email reply recommendation by using ServiceNow Otto for HR Service Delivery (HRSD) {#ariaid-title1} * Release version: Yokohama * * Updated March 3, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Generate an email reply that is based on the case and email context by using the Now Assist icon. With email reply recommendations, agents can create quick emails or responses, helping minimize errors and ramp up productivity. ## Before you begin Role required: admin ## About this task An agent can do these actions by using the Now Assist icon: * Generate a recommended email reply that is based on the case and email context. * Generate recommended email for new, forwarded, and finishing draft emails. * Refine the recommendation by elaborating or shortening the response. * Availability of email template recommendations while composing an email. {#email-recommendation-nahr__ul_dnf_5cn_bcc} Note: The email reply recommendation skill can be found in the HRSD tab under the Employee group in AI Admin Hub. Important: This Now Assist skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [Now Assist skills, agents, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). You can make a copy of this skill to configure it to meet your business needs. For more information, see [Make a copy of a Now Assist skill](https://www.servicenow.com/docs/access?context=make-a-copy-of-a-now-assist-skill&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). ## Procedure 1. Navigate to WorkspacesAgent Workspace for HRSD and open an HR case that supports the email reply recommendation. 2. Choose how to compose an email. | Method | Description | | Compose email from More actions | 1. Select Compose email. 2. Write six or more words and then select the words that you just wrote to see the Now Assist icon ![Sparkle icon for Now Assist.]() 3. Select the Now Assist icon ![Sparkle icon for Now Assist.]() to generate a response. 4. Select Refine to shorten or elaborate the content. 5. Get a recommendation that is based on the existing context. {#email-recommendation-nahr__ol_yxc_snq_bcc} | | Compose an email from Activity stream | 1. In the activity stream, select an existing email that you want to reply to. 2. Position your cursor within the email message window to see the Now Assist icon ![Sparkle icon for Now Assist.](). 3. Select the Now Assist icon ![Sparkle icon for Now Assist.]() to receive a recommendation that is based on the existing context. {#email-recommendation-nahr__ol_hc2_b4q_bcc} | |-|-| {#email-recommendation-nahr__choicetable_tbz_hyv_bcc} 3. In the email message window, either type a response, or leave blank, and then select the Now Assist ![Sparkle icon for Now Assist.](). | Email message window | Now Assist icon | | Typed response | Provides the option to refine your response: * Elaborate * Shorten {#email-recommendation-nahr__ul_rp3_nhn_bcc} | | Left blank | Generates a recommended email reply that is based on the context of the email up to this point. | | Use template | Shows email template recommendations while composing an email. | |-|-| {#email-recommendation-nahr__choicetable_e5x_3yv_bcc} 4. Update the selected text with refined text by selecting Replace. 5. Review the generated email reply and select Refine to modify the response, or select Insert to paste the response into the chat message window. 6. Select Send Email or discard the draft if you don't like the recommendation. {#email-recommendation-nahr__steps_p3l_qbz_n2c} **Related concepts** * [ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://www.servicenow.com/docs/WAlFqhfCTMWIJ9QCZYWD6Q "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with Now Assist Virtual Agent topics in Employee Center.") **Related tasks** * [Summarize a chat conversation by using ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/5G_ZpbMWQkJGq6HsZ8Ctqw "Summarize a Virtual Agent chat history in the ServiceNow Otto for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation.") * [Summarize a Sidebar discussion by using ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/awZbg7WkeyywK8hewco_tA "Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the ServiceNow Otto for HR Service Delivery (HRSD) application.") * [Generate a chat reply recommendation by using ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/VRJS87mpayb9s1f6P5lIhQ "Generate a reply based on the context of the chat conversation using Now Assist icon. 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