--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # ServiceNow Otto context menu # ServiceNow Otto context menu {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ServiceNow Otto context menu The ServiceNow Otto context menu integrates generative AI within ServiceNow workspaces to assist agents in efficiently summarizing, creating, and editing written content such as emails, chat replies, knowledge articles, and risk explanations. This feature streamlines communication and documentation tasks across multiple ServiceNow applications, improving agent productivity and content quality. Show full answer Show less It is available in the Next Experience interface for Customer Service Management (CSM), Human Resources (HR), IT Service Management (ITSM), Strategic Portfolio Management (SPM), and IT Operations Management (ITOM). Note that it is not supported in Core UI or any Service Portal environments. ## Key Features * **Generative AI Content Assistance:** Agents can summarize, elaborate, shorten, and refine text content using AI-generated suggestions, with options to preview and insert the refined content. * **Context Menu Accessibility:** The Otto context menu appears as a floating button in any enabled field within supported workspaces. Typing in a field triggers a menu with available AI actions. * **Content Tone Adjustment:** Users can modify the tone of their content to casual, formal, or sympathetic, improving communication impact. * **Knowledge Base Editing:** Allows AI-assisted editing of knowledge articles, including elaboration and shortening of selected content, facilitating faster article creation and updates. * **Risk Explanation for Change Requests:** Provides AI-generated explanations for assessed and calculated change request risks directly within the workspace and UI16 interface. * **Email Composition and Recommendations:** Supports composing and responding to emails with AI-generated template suggestions in various email scenarios (new, reply, forward). * **Record Summarization:** Generates AI-assisted summaries of records in workspaces and UI16, with options to expand, collapse, share, regenerate, or copy summaries. * **Custom Skill Deployment:** Enables deployment of custom AI skills created via the ServiceNow Otto skill kit within the context menu. * **Usage Monitoring:** Provides a dashboard to track usage metrics of the ServiceNow Otto context menu across applications. * **Configurable Limits and Settings:** Administrators can configure limits on the number of content refinements per session, set minimum word counts for the icon to appear, and control visibility of quick action options through variable sets and tables. ## Practical Application for ServiceNow Customers By leveraging the ServiceNow Otto context menu, agents and knowledge workers can reduce manual effort in drafting and refining communication and documentation. The AI-powered summarization and tone adjustment facilitate clearer, more effective interactions with users and stakeholders. The ability to edit knowledge articles and generate risk explanations directly within the workspace enhances operational efficiency and knowledge management. Administrators can tailor the feature's behavior through configurable settings to best fit organizational policies and agent workflows. Monitoring usage through the provided dashboard helps optimize adoption and assess impact. Overall, the ServiceNow Otto context menu empowers customers to embed generative AI capabilities seamlessly into daily ServiceNow tasks, accelerating service delivery and improving the quality of content produced. The ServiceNow Otto context menu uses generative AI to help agents summarize, create, and edit written content, thus streamlining their writing tasks. Agents produce various types of content, including emails and chat replies. The ServiceNow Otto context menu uses generative AI to assist agents in summarizing, creating, and editing emails and chat replies. Agents can preview AI generated content, scroll through previously created content, and refine the text using the AI. The ServiceNow Otto context menu can be triggered from any application or field in a ServiceNow workspace where the ServiceNow Otto context menu is enabled. The ServiceNow Otto context menu unlocks the power of generative AI and is available in Next Experience for: * Customer Service Management (CSM) * Human Resources (HR) * IT Service Management (ITSM) * Strategic Portfolio Management (SPM) * IT Operations Management (ITOM) {#now-assist-write-overview__ul_hb1_2q3_2cc} The ServiceNow Otto context menu isn't available for Core UI or in any Service Portal, whether you use custom or built-in skills. ## Using the ServiceNow Otto context menu {#now-assist-write-overview__section_ywd_zvh_zbc} The ServiceNow Otto context menu is available on any field where the floating ServiceNow Otto button () appears. If you start typing in the field, a menu appears with the available ServiceNow Otto context menu actions. The ServiceNow Otto context menu helps you summarize, create or modify existing documentation. You can configure the Advanced filter to hide or show the ServiceNow Otto context menu quick actions option using the wwna_quick_actions table. To view more variable set configuration options, see ServiceNow Otto context menu variable set configuration. Chat window using the ServiceNow Otto context menu : You can use the ServiceNow Otto context menu when communicating with users in Agent Chat: If it takes too long to generate text or the Now LLM Service isn't available, an error message appears. Change request risk explanation using the ServiceNow Otto context menu : The ServiceNow Otto context menu makes the change request risk explanation available on the workspace and on UI16 after assessment and calculation. When the risk is assessed, you will see the Explain risk button with the ServiceNow Otto icon on the workspace showing the risk explanation in a dialogue box in the Record information section. When the risk is assessed and calculated, you'll see the ServiceNow Otto icon against the Risk field on UI16, showing the risk explanation in a dialogue box. Note: The risk explanation that is presented in the dialogue box is assessed and calculated on the change request form. For more information about risk assessment and calculation, see [Risk assessment](https://www.servicenow.com/docs/access?context=c_RskAsmtCalc&version=australia&pubname=australia-it-service-management&ft:locale=en-US). Content editing in Knowledge Base articles using the ServiceNow Otto content menu : The ServiceNow Otto context menu enables generative AI assisted content editing capabilities for Knowledge Base authoring and to provide resolution notes in workspaces and UI16. When you open a knowledge article and select the content in it, you'll see the ServiceNow Otto icon pop-up and float along with your mouse device. When you hover over the ServiceNow Otto icon, you'll see the following menu options to help you edit the content: * Elaborate: Generative AI details the selected text. * Shorten: Generative AI shortens the selected text. {#now-assist-write-overview__ul_xkp_c1p_ddc} You can insert the generative AI elaborated or shortened content into the Knowledge Base articles, using the Insert button and update or publish them. For more information about generating Knowledge Base articles using the ServiceNow Otto context menu, see [Edit an article using the ServiceNow Otto context menu](https://www.servicenow.com/docs/access?context=Now-Assist-generate-article-using-context-menu&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). Change Tone using ServiceNow Otto context menu : The ServiceNow Otto context menu enables users to change the tone of their content. Users can choose between casual, formal, and sympathetic tone to enhance their content further, using the generative AI capabilities. : When you hover over the ServiceNow Otto icon or select Refine menu, you see Change Tone menu option. : You can further choose a preferred tone and select Formal, Casual, and Sympathetic. Review the changes and select Insert to finalize the new text. Note: If you do not see the change tone option for your application or product, reach out to ServiceNow. Limit the number of content refinement calls using the ServiceNow Otto context menu : Configure and limit the number of content refinements to the skill per session using the ServiceNow Otto context menu. By default, the maximum number of refinements isn't set and you can configure to limit it. You can configure the refinement calls limitation at the Recommendations Dialog Props field in the Limit refinements record using the refineCount property. Note: The Limit refinements record is available in the ServiceNow Otto config var set record in the ServiceNow Otto Skill context menu application. You can set the refineCount as follows: * The default value of the property is -1. If the value is less than 0, then the number of refinements to the skill are unlimited. * If you provide 0 as the value, then the refine button will be disabled and the You reached the limit for refining content. message is displayed. * If you configure it with a value greater than 0, you'll be able to refine the content according to the set value. For example, if you set the refineCount to 2, then you will be able to refine the content only twice. {#now-assist-write-overview__ul_jl2_wgr_ddc} Create knowledge article with open prompt : Use NAcm to create inline knowledge article using open prompts. See [Generate KB article with ServiceNow Otto context menu](https://www.servicenow.com/docs/I2XpssPbWDgcJ8rXZvR7DA "Use the ServiceNow Otto context menu to generate Knowledge Base articles in Knowledge Management."). Set the minimum word count for the ServiceNow Otto icon : You can set a minimum word count required for the ServiceNow Otto icon to appear, to control when the icon is displayed based on content length. To set the minimum word count, update the value for the `minSelectedWordCount` property. * **[Email recommendations using the ServiceNow Otto context menu](https://www.servicenow.com/docs/KRsfk1gY_ViTPfL9MnGsXQ)** Use the ServiceNow Otto context menu to compose or respond to emails with recommendations from Now Assist with generative AI template suggestions. The ServiceNow Otto context menu enables users to generate email response recommendations in new, forward, reply, or reply all scenarios. * **[Summarize records with the ServiceNow Otto context menu](https://www.servicenow.com/docs/_ox_IDK3xf_gcyoSgxI_rQ)** Use the ServiceNow Otto context menu to generate a record summary for the page, using Generative AI application assisted summarization capabilities in workspaces and UI16. The ServiceNow Otto context menu can generate a new summary, expand or collapse the summary card, share the summary to work notes, regenerate, or copy the summary. * **[Improve Docs content in Strategic Portfolio Management with ServiceNow Otto context menu](https://www.servicenow.com/docs/KwajqX0PnqskInEQ~k0nXw)** Use the ServiceNow Otto context menu to start conversations and raise queries, using generative AI capabilities and custom built in skills in Strategic Portfolio Management. * **[Generate KB article with ServiceNow Otto context menu](https://www.servicenow.com/docs/I2XpssPbWDgcJ8rXZvR7DA)** Use the ServiceNow Otto context menu to generate Knowledge Base articles in Knowledge Management. * **[ServiceNow Otto context menu usage dashboard](https://www.servicenow.com/docs/MAQZGY31bQVKblFPScYzpg)** Use the ServiceNow Otto context menu dashboard to monitor the use of ServiceNow Otto context menu across the different applications. * **[Use ServiceNow Otto context menu for custom skill deployment](https://www.servicenow.com/docs/Ospc918jAkAwFTWoUi5pqw)** Use the ServiceNow Otto context menu to deploy the custom skills created using ServiceNow Otto skill kit.