Now Assist in Notifications

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Now Assist in Notifications

    ServiceNow Now Assist in Notifications enables customers to automate the processing of inbound emails and efficiently create or modify email notifications, templates, and layouts. This functionality leverages artificial intelligence (AI) and machine learning to streamline communication workflows within the ServiceNow platform.

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    Key Features

    • Automated Email Processing: Simplifies handling inbound emails to improve responsiveness and reduce manual effort.
    • Email Notification Management: Provides tools to create and customize email notifications, templates, and layouts to meet organizational requirements.
    • Agentic Workflows: Supports the use of agentic workflows in Now Assist to further automate notification-related tasks.
    • Support and Troubleshooting: Access to resources such as the ServiceNow Community on AI and Intelligence, Known Error Portal, and Customer Service and Support to assist with issues.

    Important Considerations

    • AI Limitations: Because the application uses AI and machine learning, outputs may not always be accurate, complete, or suitable for every use case. Customers should rigorously test and review AI-generated content and maintain human oversight, especially in high-impact areas like healthcare, finance, legal, and security.
    • Compliance and Usage Policies: Users must comply with ServiceNow’s AI Acceptable Use Policy, which governs responsible use of AI functionalities.
    • Data Processing: Customer data is transferred from individual ServiceNow instances to a centralized environment, potentially involving third-party cloud providers, and managed according to ServiceNow’s internal policies and compliance standards.
    • Data Collection and Privacy: Inputs, outputs, and edits made within the application are collected to enhance ServiceNow AI technologies. This includes case information, chat transcripts, and email data. Customers have the option to opt out of data collection at any time.

    What Customers Can Expect

    By implementing Now Assist in Notifications, ServiceNow customers can expect increased automation and efficiency in managing email communications. However, they should remain vigilant about validating AI-generated content and adhere to data handling and AI use policies to ensure compliance and accuracy. Support resources are readily available to assist with deployment and troubleshooting.

    Use ServiceNow Now Assist to automate inbound emails processing and to create and modify email notifications, templates, and layouts.

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    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect case information (for chat summarization, resolution notes generation, knowledge generation, call summarization), chat transcripts (for chat recommendation), and email information (for email response). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.