Email generator AI agent

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

    • This AI agent composes and sends emails (including new messages or replies) based on the provided context.

    Workflow

    The agent can either send the email or save it as a draft.
    1. Based on the context provided, analyze the context and determine the intended action (either send email or save a draft).
    2. Analyze the context to determine the type of the email: either New or Reply.
    3. Verify that all required parameters corresponding to the determined action and type are explicitly present in the provided input or current conversation context. For example, recipient information and email sys_id.
    4. Determine the primary goal and business-appropriate purpose for the email.
    5. Construct the email.
    6. Execute the final action with all inputs.
    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
    Scripts
    Save Email Draft
    Send Email
    Agent roles (ACLs) snc_external, snc_internal
    Data access roles email_generator_ai_user, sn_notif_agents.email_generator
    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

    Intent to Action

    Learn more about Notifications in Notifications.