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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Generate a chat recommendation

# Generate a chat reply recommendation by using ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Generate a reply based on the context of the chat conversation using AI icon. Chat reply recommendations can help provide agents with quick replies to common questions.
See the video to understand how generative AI provides agents with suggested, personalized responses during live chat interactions.

## Before you begin

Role required: admin

## About this task

You can do these actions by using the AI icon:

* Generate a recommended reply that is based on the context of the conversation.
* Refine the recommendation by elaborating or shortening the response.

{#generate-chat-reply-recommendations__ul_zjj_kfm_bcc}  
Note:  
The Chat reply recommendation skill is on the Chat skill card in the Customer group.

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable Workspace.
2. Open the inbox and accept the chat interaction.  
   In the Active Chat section of the interaction, a summary of the Virtual Agent conversation is generated. The summary includes the actions that were taken before the requester engaged with the live agent. With this information, you can get an overview of what the requester has already mentioned in the Virtual Agent conversation and troubleshoot the issue.
3. Chat with the requester to get any additional details about their question or issue, if needed.  
   For example, if the requester is having an issue with hardware, you may need the hardware model number and serial number.
4. In the chat message window, either type a response, or leave blank, and then select the AI icon ![Sparkle icon for Now Assist.]()

   | Chat message window | AI icon |
   | Typed response | Provides the option to refine your response: * Elaborate * Shorten {#generate-chat-reply-recommendations__ul_ysv_d1l_1cc} Provides the option to change your tone: * Casual * Formal * Sympathetic {#generate-chat-reply-recommendations__ul_il4_c2d_tdc} |
   | Left blank | Generates a recommended reply that is based on the context of the conversation up to this point. |
   |-|-|

   {#generate-chat-reply-recommendations__choicetable_nbt_cxv_bcc}  
   The reply response appears in the AI icon modal.
5. Review the generated reply and select Refine to modify the response, or select Insert to paste the response into the chat message window.  
   If the reply response was refined, you can toggle between versions.
6. In the chat message window, select Send.
7. End the chat by selecting End Chat.
**Related topics**   

* <https://www.youtube.com/watch?v=6A5jwZFOPR4>

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