Email response AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • The email response AI agent generates and sends an email response.

    Workflow

    The agent helps generates and sends email.
    1. Get source record details.
    2. Get preliminary email reply.
    3. Generate draft-email-content using source record details.
    4. Create email draft using draft-email-content and source record details.
    5. Inform the user of the email process result.
    Table 1. Configuration
    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.
    Tools
    Script
    Create email draft
    Generate draft email content
    Get record details
    Send Email
    Agent roles (ACLs) sn_esm_agent
    Data access roles sn_customerservice_agent, sn_customerservice.consumer_agent, sn_customerservice_manager
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Triage cases

    Learn more about Customer Service Management at Customer Service Management.