--- 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 --- # Lead outreach AI agent # Lead outreach 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 Lead outreach AI agent The Lead outreach AI agent automates email outreach and follow-ups to new sales leads, enabling sales agents to engage prospects efficiently without manual intervention at each step. It selects email templates based on the number of emails already sent to a lead and disqualifies leads after three unanswered emails, streamlining lead qualification and communication. Show full answer Show less ## Workflow * Fetches lead details and previously sent emails. * If the lead has received two or fewer emails, selects the next appropriate email template in sequence (starting with outreach then follow-ups). * Personalizes emails with the lead's and lead owner's names and includes prior emails sent to the lead. * Sends the email and schedules a follow-up event for the next email. * Updates the lead stage to "Contacted" if not already set. * If the lead has received more than two unanswered emails, it collaborates with other AI agents to disqualify the lead. ## Configuration and Access The agent offers configurable settings to control access and functionality: * **Third-party access:** Disabled by default; can allow external AI agents to use this agent. * **AI specialist access:** Disabled by default; enabling it provides advanced configuration options for mapping inputs and responses. * **Long-term memory:** Disabled by default; when enabled, previous interactions are used as context for improved language model responses. These settings are managed via the `snaiaagentconfig` table and system properties. ## Tools and Integration The agent leverages various tools and scripts to perform record operations such as fetching email templates, retrieving sent emails, creating follow-up events, fetching lead details, updating lead stages, and sending emails. ## Access Control and Usage * Accessible to users with the `snsalescommon.salesagent` role. * Data access roles are not predefined, allowing administrators to configure access as needed. * Triggers are optional and can be configured by administrators to automate agent execution. * Available via the ServiceNow Otto panel and can be integrated into agentic workflows to nurture leads efficiently. ## Benefits for ServiceNow Customers This AI agent helps sales teams automate personalized lead outreach, reduce manual follow-up work, and improve lead qualification by disqualifying unresponsive leads after consistent attempts. It enhances lead management processes, allowing sales agents to focus on engaged prospects and accelerate sales cycles. This AI agent sends outreach and follow-up emails to new leads on behalf of sales agents. It selects the email template based on how many emails the lead has already received, and disqualifies the lead when three emails go unanswered. ## Workflow {#sfa-lead-outreach-ai-agent__zsmdlwierhjt} The agent helps sales agents engage new leads by sending outreach and follow-up emails without asking for confirmation at each step. 1. Fetch the lead details and the emails already sent to the lead. 2. If the lead has received two or fewer emails, select the next email template in sequence, starting with the outreach email and followed by each follow-up email. 3. Personalize the email with the lead's name and the lead owner's name, and include any previously sent emails in chronological order. 4. Send the email to the lead. 5. Create a follow-up event for the next email. 6. Update the lead stage to Contacted if it isn't already set. 7. If the lead has received more than two emails without responding, work with other AI agents to disqualify the lead. {#sfa-lead-outreach-ai-agent__ol_sfa_lead_outreach} {#sfa-lead-outreach-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 | Record operations : Fetch email templates : Fetch sent emails to lead Scripts : Create follow up event for next email : Fetch lead details : Update the lead stage Subflows : Send an email to lead | | 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).