Generate a chat reply recommendation by using Now Assist for IT Service Management (ITSM)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Generate a reply based on the context of the chat conversation using the Now Assist icon. Chat reply recommendations provide agents with quick replies to common questions.

    Before you begin

    Role required: itil

    About this task

    You can do these actions by using Now Assist icon:
    • Generate a recommended reply that is based on the context of the conversation.
    • Refine the recommendation by elaborating or shortening the response.
    Note:
    The Chat reply recommendation skill is on the Chat skill card in the Technology group.

    The Chat reply recommendation skill is turned on by default. The skill will be automatically available to appropriate role users for the application. When new customers install a Now Assist product, designated skills are turned on automatically. For existing users who upgrade, there will be no change to the skill activation. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
    2. Open the inbox and accept the chat interaction.
      In the Active Chat section of the interaction, a summary of the Virtual Agent conversation is generated. The summary includes the actions taken before the requester engaged with the live agent. With this information, you can get an overview of what the requester has already mentioned in the Virtual Agent conversation and troubleshoot the issue.
    3. Chat with the requester to get any additional details about their question or issue, if needed.
      For example, if the requester is having an issue with hardware, you may need the hardware model number and serial number.
    4. In the chat message window, either type a response, or leave blank, and then select the Now Assist icon Now assist icon..

      Chat message window with Now Assist option.

      Chat message windowNow Assist icon
      Typed response
      Provides the option to refine your response.
      • Elaborate
      • Shorten
      Left blank

      Generates a recommended reply based on the context of the conversation up to this point.

      The reply response appears in the Now Assist context menu modal.

      Now Assist context menu modal.
    5. Review the generated reply and select Refine to modify the response, or select Insert to paste the response into the chat message window.
      Note:
      If the reply response was refined, you can toggle between versions.
    6. In the chat message window, select Send.
    7. End the chat by selecting End Chat.