---
sourceDocument: Brazil Customer Success Management
sourceDocumentLink: https://www.servicenow.com/docs/r/acct-lifecycle-events

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Draft and schedule touchpoint meetings

# ServiceNow Otto for Telecommunications, Media, and Technology (TMT) draft and schedule touchpoint meetings agentic workflow {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Draft and schedule touchpoint meetings agentic workflow to schedule and edit a touchpoint meeting for a specific user.

## Draft and schedule touchpoint meetings agentic workflow overview {#now-assist-tmt-touchpoint-meeting-scheduler__section_kvk_gms_fgc}

The agentic workflow enables customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. It creates and manages meetings based on key details such as invitees, agenda, meeting type, and scheduling preferences. With this agentic workflow, customer success managers can:

* Take timely and contextual action.
* Create a meeting with all required details.
* Schedule draft meetings without manual coordination.

The meeting AI plugin installs automatically with the Customer Success AI agent.

When the risk record's probability is very high or occurred, the customer success agent assigned to that risk receives a ServiceNow Otto panel notification. The agentic workflow automates the creation
and scheduling of the meeting.

This workflow supports these tables: Touchpoint, Account Onboarding Case, Engagement, Customer Account, and Risk Signal and Issue.

Role required: `sn_acct_lc.customer_success_agent`

Agentic workflows included with the base system are read-only. To configure this workflow, see [Configure agentic workflows for Customer Success Management](https://www.servicenow.com/docs/qK~BFUv8ylsEc5fDADatkA "Duplicate and activate the Customer Success Management agentic workflows, and complete any additional setup a specific workflow requires.").