Email action and information AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This AI agent is equipped with tools to extract action items and details from emails, predict information for child task records, retrieve lists of task tables and fields within those tables, get information on groups, and copy email attachments to records. This agent also has tools to compose email body and send the email to recipients.

    Workflow

    The agent executes exactly one tool required for the given task.
    1. Identify the specified tool call that needs to be called.
    2. Run the tool.
    3. Exit the workflow.
    Table 1. Configuration
    Field Description
    Allow third party to access this AI agent

    When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
    Allow AI specialists to access this AI agent

    When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
    Manage long-term memory

    When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
    Tools
    Generative AI skills
    Compose Email Body
    Fetch action items from Email
    Get New Task Details
    Predict Child Task Record Details
    Subflows
    Copy Email Attachment to Record
    Post Process Created Record
    Scripts
    Email Details Extractor
    Get Configurations
    Get Fields from Table
    Get Groups
    Get Task Tables
    Agent roles (ACLs) snc_internal
    Data access roles snc_internal
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Process emails for tasks