--- 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 --- # Inbound email AI agent # Inbound email AI agent {#ariaid-title1} Release version: Australia Updated October 5, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Inbound email AI agent The Inbound email AI agent is designed to assist sales agents in efficiently managing responses from leads following outreach efforts. It analyzes the latest email from a lead and automatically takes the most appropriate action, such as booking or rescheduling demos, disqualifying uninterested leads, canceling appointments, or drafting answers to additional questions. This streamlines the sales process by reducing manual review and enabling faster, more accurate follow-up. Show full answer Show less ## Workflow * Fetches lead details and updates the lead stage to **Nurturing** if not already set. * Retrieves the latest email from the lead; if no email is found, it notifies the user and stops processing. * Classifies the lead's response into categories: interest in booking/rescheduling a demo, not interested, cancellation of a scheduled demo, or additional questions. * Based on classification, it either initiates booking/rescheduling with other AI agents, disqualifies the lead, cancels the appointment, or drafts a response to questions for user review. ## Configuration and Access * **Third-party access:** Can be enabled to allow external AI agents to use this agent (default is off). * **AI specialist access:** Enables AI specialists to configure inputs and response templates for more advanced customization (default is off). * **Long-term memory:** Optionally uses previous user interactions as context to improve response relevance (default is off). These settings are managed via the AI Agent configuration table and system properties. ## Tools and Roles * Includes scripts for fetching the latest email, retrieving lead details, and updating lead stages. * Accessible to users with the `snsalescommon.salesagent` role. * Data access roles are not specifically defined, allowing configuration flexibility. ## Integration and Usage * The agent can be enabled for use within the ServiceNow Otto panel. * Supports agentic workflows aimed at nurturing new leads efficiently. * Administrators may optionally configure triggers to automate agent activation. This AI agent enhances lead management by automating response categorization and corresponding sales actions, helping ServiceNow customers improve sales productivity and lead engagement. This AI agent analyzes the latest email that a lead sends in response to outreach and helps sales agents decide how to move forward. It classifies the response and then books a demo, disqualifies the lead, cancels the appointment, or drafts answers to the lead's questions. ## Workflow {#sfa-inbound-email-ai-agent__zsmdlwierhjt} The agent helps sales agents respond to leads by analyzing the lead's latest email and taking the matching action without asking for confirmation at each step. 1. Fetch the lead details and update the lead stage to Nurturing if it isn't already set. 2. Fetch the latest email from the lead, and notify the user and stop if no email is found. 3. Classify the response as interest in booking or rescheduling a demo, not interested, cancellation of a scheduled demo, or additional questions when the intent is unclear. 4. If the lead wants to book or reschedule a demo, work with other AI agents to start the appointment booking. 5. If the lead isn't interested, work with other AI agents to disqualify the lead. 6. If the lead wants to cancel a scheduled demo without rescheduling, cancel the appointment. 7. If the lead has additional questions, prepare a response and show the questions and the response to the user. {#sfa-inbound-email-ai-agent__ol_sfa_inbound_email} {#sfa-inbound-email-ai-agent__zsmdlwierhjt__entry__2} | 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](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Scripts : Fetch latest email : Fetch lead details : Update the lead stage | | Allowed user roles The specific user roles that can access this AI agent. | sn_sales_common.sales_agent | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | Not defined. | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Enable the AI agent for the ServiceNow Otto panel. | | Used in agentic workflows | [Help nurture new leads](https://www.servicenow.com/docs/access?context=help-nurture-new-leads-agentic-workflow&version=australia&pubname=australia-order-management&ft:locale=en-US) | [Table 1. Configuration] Learn more about Lead Management at [Lead Management](https://www.servicenow.com/docs/access?context=lead-management&version=australia&pubname=australia-order-management&ft:locale=en-US).