Generate an email reply recommendation using ServiceNow Otto for HRSD

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read

    • Generate an email reply that is based on the case and email context by using the ServiceNow Otto icon. With email reply recommendations, agents can create quick emails or responses, helping minimize errors and ramp up productivity.

    Before you begin

    Configure ServiceNow Otto for HR Service Delivery (HRSD).

    Role required: sn_hr_gen_ai.admin

    About this task

    An agent can do these actions by using the ServiceNow Otto 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.
    Note:
    The email reply recommendation skill can be found in the HRSD tab under the Employee group in AI Admin Hub.
    Important:
    This generative AI 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.

    You can make a copy of this skill to configure it to meet your business needs. For more information, see .

    Procedure

    1. Navigate to Workspaces > Agent Workspace for HRSD and open an HR case that supports the email reply recommendation.
    2. Choose how to compose an email.
      MethodDescription
      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 ServiceNow Otto icon Sparkle icon for Now Assist.
      3. Select the ServiceNow Otto 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.
      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 ServiceNow Otto icon Sparkle icon for Now Assist..
      3. Select the ServiceNow Otto icon Sparkle icon for Now Assist. to receive a recommendation that is based on the existing context.
    3. In the email message window, either type a response, or leave blank, and then select the ServiceNow Otto Sparkle icon for Now Assist..
      Email message window ServiceNow Otto icon
      Typed response Provides the option to refine your response:
      • Elaborate
      • Shorten
      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.
    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.