Generate an email response by using Now Assist for Customer Service Management (CSM)

Generate an email response that is based on the case and email context by using the Now Assist icon. With email response, agents can create quick emails or responses, helping minimize errors and ramp up productivity.

Before you begin

Role required: admin

About this task

An agent can do these actions by using the Now Assist icon:

• Generate a recommended email response that is based on the case and email context.
• Generate recommended email for new, forwarded, and finishing draft emails.
• Refine the recommendation by elaborating or shortening the response.
• Availability of email template recommendations while composing an email.

Note:

The email response skill is on the Case skill card in the Customer group.

Procedure

1. Navigate to Workspaces > CSM/FSM Configurable Workspace and open a customer service case that supports the email response.
2. Choose how to compose an email.

   Method	Description
   Compose email from More actions	Select Compose email. Write six or more words and then select the words that you just wrote to see the Now Assist icon Select the Now Assist icon to generate a response. Select Refine to shorten or elaborate the content. Get a recommendation that is based on the existing context.
   Compose an email from Activity stream	In the activity stream, select an existing email that you want to reply to. Position your cursor within the email message window to see the Now Assist icon . Select the Now Assist icon to receive a recommendation that is based on the existing context.

3. In the email message window, either type a response, or leave blank, and then select the Now Assist .

   Figure 1. Now Assist icon modal

   

   Email message window	Now Assist icon
   Typed response	Provides the option to refine your response: Elaborate Shorten Provides the option to change your tone: Casual Formal Sympathetic
   Left blank	Generates a recommended email response that is based on the context of the email up to this point.
   Use template	Shows email template recommendations while composing an email. Generates reply suggestions in the compose area using preconfigured templates, including headers, footers, and signatures.

4. Update the selected text with refined text by selecting Replace.
5. Review the generated email response and select Refine to modify the response, or select Insert to paste the response into the chat message window.
6. Select Send Email or discard the draft if you don’t like the recommendation.