Email on existing parent lead AI agent

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

    • This AI agent handles emails that have a parent record and creates or updates tasks for them.

    Workflow

    The agent handles emails received on an existing parent task record.
    1. Call the email action and information AI agent to analyze the email body and extract action items.
    2. To update an existing record:
      1. Retrieve all fields that can be updated from the parent task table.
      2. Use the record management AI agent to update the parent task.
    3. To create a new record:
      1. Get a list of all task tables and choose the appropriate one based on the email and parent task context.
      2. Use the email action and information AI agent to fetch all fields for the chosen table and generate the inputs.
      3. Use the record management AI agent to create a new child task.
      4. Use the email action and information AI agent to attach emails to the new task.
    4. Exit the workflow when all items are processed.
    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

    Not defined.
    Agent roles (ACLs) snc_internal
    Data access roles snc_internal
    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

    Process emails for tasks