Email to new task creation AI agent

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

    • This agent creates a new task from an email and then processes it. This agent never sends emails.

    Workflow

    1. Extract email details: Parse the email to get subject, sender, body, and key details.
    2. Retrieve configurations using the email action and information AI agent to determine the table to create the new record in and whether an interaction needs to be created.
    3. Get details of the new task to be created (a new task, not a child task).
    4. Use the record management AI agent to create a record in the table that is specified in the configurations, using the email information returned in step 1.
    5. Post-process the newly created task using the email action and information AI agent and end the workflow.
    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