---
sourceDocument: Brazil Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Email recommendations using the ServiceNow Otto context menu

# Email recommendations using the ServiceNow Otto context menu {#ariaid-title1}

Release version: Brazil  
Updated October 1, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the ServiceNow Otto context menu to compose or respond to emails with recommendations from ServiceNow Otto with generative AI template suggestions. The ServiceNow Otto context menu enables users to generate email response recommendations in new, forward, reply, or reply all scenarios.

Compose email

:   While you compose a new email, you see the ServiceNow Otto context menu icon () that displays the message Use ServiceNow Otto to generate a message. When you select the icon, generative AI generates a message recommendation.

    You can refine the generated text either by selecting the Elaborate or Shorten context menu options on the ServiceNow Otto Admin model. You can also copy the new text or Insert the generated text into the email body.

Complete draft emails

:   You can use the ServiceNow Otto context menu to finish your drafted emails. You can enter some text and use generative AI to help you with complete your drafts by selecting the ServiceNow Otto context menu icon () that displays the message Use ServiceNow Otto to generate a message. When you select the icon, you see that generative AI is generating the message for
    you.

    You can further refine the generated text by selecting Elaborate or Shorten context menu options on the ServiceNow Otto admin model. You can also copy the new text or select Replace to replace the generated text into the email body.

View inline citations

:   You can select the LLM response and view the all the related information sources like KB articles, emails, related records, etc.

    Select the numbered citations to view details along with the link to the source. You can also select the Show sources option to view the list of all the related
    resource links.

    Select Replace to add the source information in the email body as plain text. The numbered citation and all the source links will not be copied.

    You can also select a record from the context menu inline citation to navigate directly to the record page. The record page has the referenced section highlighted, for easy
    identification.