--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Generate a chat response # Generate a chat reply recommendation by using ServiceNow Otto for HRSD {#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 ServiceNow Otto icon. Chat reply recommendations can help provide agents with quick replies to common questions. ## Before you begin [Configure ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/SG~vXzoZTU9VFeKv6CZglA "If you have the admin role, you can configure the ServiceNow Otto for HR Service Delivery (HRSD) application so that your agents can use the generative AI capabilities in Agent Workspace for HR Case Management and Core UI."). Role required: sn_hr_gen_ai.admin ## About this task You can do these actions by using the ServiceNow Otto icon: * Generate a recommended reply that is based on the context of the conversation. * Refine the recommendation by elaborating or shortening the response. {#chat-recommendations-nahr__ul_zjj_kfm_bcc} Note: The Chat reply recommendation skill can be found in the HRSD tab under the Employee group in AI Admin Hub. To learn how to activate this skill, see [Configure ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/SG~vXzoZTU9VFeKv6CZglA "If you have the admin role, you can configure the ServiceNow Otto for HR Service Delivery (HRSD) application so that your agents can use the generative AI capabilities in Agent Workspace for HR Case Management and Core UI."). Important: This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Procedure 1. Navigate to WorkspacesAgent Workspace for HRSD. 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 ServiceNow Otto icon ![Sparkle icon for Now Assist.]() | Chat message window | ServiceNow Otto icon | | Typed response | Provides the option to refine your response: * Elaborate * Shorten {#chat-recommendations-nahr__ul_ysv_d1l_1cc} | | Left blank | Generates a recommended reply that is based on the context of the conversation up to this point. | |-|-| {#chat-recommendations-nahr__choicetable_nbt_cxv_bcc} The reply response appears in the ServiceNow Otto 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. {#chat-recommendations-nahr__steps_hzh_g21_42c} **Related concepts** * [ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://www.servicenow.com/docs/hBCsGdVQHouc38LVwPj_fQ "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with ServiceNow Otto Virtual Agent topics in Employee Center.") **Related tasks** * [Summarize a chat conversation using ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/Udwe~9PxNj5mffiKfFO4WA "Summarize a Virtual Agent chat history in the ServiceNow Otto for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation.") * [Summarize a Sidebar discussion by using ServiceNow Otto for HRSD](https://www.servicenow.com/docs/hyt22uSUJttLovcrnD5QXg "Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the ServiceNow Otto for HR Service Delivery (HRSD) application.") * [Generate a knowledge article from HR Agent Workspace with ServiceNow Otto for HRSD](https://www.servicenow.com/docs/Hv17fIQPSgu9yzRgOfAOpg "Create drafts of knowledge articles that are based on the case descriptions with ServiceNow Otto for HR Service Delivery (HRSD). Generating article content with generative AI enables you to write efficiently as you address user concerns.") * [Generate a knowledge article from multiple cases](https://www.servicenow.com/docs/Woi9FJ8qYYN4xbjIhwA57w "Create drafts of knowledge articles from multiple cases with the ServiceNow Otto for HR Service Delivery (HRSD) application. Use generative AI to gather and create the content from multiple cases so that you can reduce the amount of time that you would have spent manually to get the same information.") * [Generate an email reply recommendation using ServiceNow Otto for HRSD](https://www.servicenow.com/docs/ld_0UZya4QvsT~l4JAogkA "Generate an email reply that is based on the case and email context by using the ServiceNow Otto icon. With email reply recommendations, agents can create quick emails or responses, helping minimize errors and ramp up productivity.") * [Summarize an HR case using ServiceNow Otto for HRSD](https://www.servicenow.com/docs/YyUOhtdOczMl3TRMk0Owng "Quickly understand the case context and respond to inquiries by using the case summarization skill.") * [Generate resolution notes using ServiceNow Otto for HRSD](https://www.servicenow.com/docs/7_Wiwbfzznu25jlyePOEAw "Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case.") * [View employee summary reports](https://www.servicenow.com/docs/34PWeY~wq0P~UY2Jl5mpCA "View the Employee Summary Virtual Agent topic in Employee Center to access employee contribution summaries, view consolidated profiles, and track employee progress.") * [Summarize actions while transferring an HR case](https://www.servicenow.com/docs/ltgvTJQRWtHzpmxuS2ZM4A "Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.") * [Use Knowledge Graph in ServiceNow Otto for HRSD](https://www.servicenow.com/docs/tD3UV_B_vW5OjPa3q7IgPw "Create a personalized knowledge model as a Knowledge Graph schema.") * [Use ServiceNow Otto for HRSD -- Galileo Inside to answer HR-related questions](https://www.servicenow.com/docs/eik7cJSI9rEf4Zms_oyGkQ "Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company.") * [Use the ServiceNow Otto panel in HR Agent Workspace](https://www.servicenow.com/docs/1JcES_YvoGpOL87jbEtzOg "Generate chat and case summaries and resolution notes by using the ServiceNow Otto panel in Agent Workspace for HR Case Management or Core UI.") * [Submit an HR request with Gen AI Virtual Agent](https://www.servicenow.com/docs/jOpRDCQSnQAS5dD_nP8Cpw "Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent.") * [Analyze sentiments in ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/0gak3pu4U2C76PUTNPkC7g "HR agents can prioritize cases based on case sentiment.") * [Generate activity responses for HR cases](https://www.servicenow.com/docs/vIxDNqDhzX6g2AN~ibhAVw "Use AI-powered activity response generation to instantly create, review, and refine work notes and comments in HR cases.") *[\>]: and then