---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Generate an email response

# Generate an email response by using ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Generate an email response that is based on the case and email context by using the AI icon. With email response, 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 AI icon:

* Generate a recommended email response 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.

{#generate-email-reply-recommendations__ul_dnf_5cn_bcc}  
Note:  
The email response skill is on the Case skill card in the Customer group.

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable Workspace and open a customer service case that supports the email response.
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 AI icon ![Sparkle icon.]() 3. Select the AI icon ![Sparkle icon.]() to generate a response. 4. Select Refine to shorten or elaborate the content. 5. Get a recommendation that is based on the existing context. {#generate-email-reply-recommendations__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 AI icon ![Sparkle icon.](). 3. Select the AI icon ![Sparkle icon.]() to receive a recommendation that is based on the existing context. {#generate-email-reply-recommendations__ol_hc2_b4q_bcc} |
   |-|-|

   {#generate-email-reply-recommendations__choicetable_tbz_hyv_bcc}
3. In the email message window, either type a response, or leave blank, and then select the AI ![Sparkle icon for Now Assist.]() icon.

   | Email message window | AI icon |
   | Typed response | Provides the option to refine your response: * Elaborate * Shorten {#generate-email-reply-recommendations__ul_rp3_nhn_bcc} Provides the option to change your tone: * Casual * Formal * Sympathetic {#generate-email-reply-recommendations__ul_b1d_dfd_tdc} |
   | Left blank | Generates a recommended email response that is based on the context of the email up to this point. |
   | Use template | * Shows email template recommendations while composing an email. * Generates reply suggestions in the compose area using preconfigured templates, including headers, footers, and signatures. {#generate-email-reply-recommendations__ul_pq1_jgn_khc} |
   |-|-|

   {#generate-email-reply-recommendations__choicetable_e5x_3yv_bcc}
4. Update the selected text with refined text by selecting Replace.
5. Review the generated email response 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.

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