--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Generate an email response # Generate an email reply recommendation using Now Assist for HRSD {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura Generate an email reply that is based on the case and email context by using the Now Assist icon. With email reply recommendations, agents can create quick emails or responses, helping minimize errors and ramp up productivity. ## Antes de Iniciar Role required: admin ## Por Que e Quando Desempenhar Esta Tarefa An agent can do these actions by using the Now Assist icon: * Generate a recommended email reply that is based on the case and email context. * Generate recommended email for new, forwarded, and finishing draft emails. * Refine the recommendation by elaborating or shortening the response. * Availability of email template recommendations while composing an email. {#email-recommendation-nahr__ul_dnf_5cn_bcc} Nota: The email reply recommendation skill can be found in the HRSD tab under the Employee group in Now Assist Admin. Importante: This Now Assist skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [Now Assist skills, agents, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). You can make a copy of this skill to configure it to meet your business needs. For more information, see [Make a copy of a Now Assist skill](https://www.servicenow.com/docs/access?context=make-a-copy-of-a-now-assist-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Procedimento 1. Navigate to WorkspacesAgent Workspace for HRSD and open an HR case that supports the email reply recommendation. 2. Choose how to compose an email. | Method | Description | | Compose email from More actions | 1. Select Compose email. 2. Write six or more words and then select the words that you just wrote to see the Now Assist icon ![Sparkle icon for Now Assist.]() 3. Select the Now Assist icon ![Sparkle icon for Now Assist.]() to generate a response. 4. Select Refine to shorten or elaborate the content. 5. Get a recommendation that is based on the existing context. {#email-recommendation-nahr__ol_yxc_snq_bcc} | | Compose an email from Activity stream | 1. In the activity stream, select an existing email that you want to reply to. 2. Position your cursor within the email message window to see the Now Assist icon ![Sparkle icon for Now Assist.](). 3. Select the Now Assist icon ![Sparkle icon for Now Assist.]() to receive a recommendation that is based on the existing context. {#email-recommendation-nahr__ol_hc2_b4q_bcc} | |-|-| {#email-recommendation-nahr__choicetable_tbz_hyv_bcc} 3. In the email message window, either type a response, or leave blank, and then select the Now Assist ![Sparkle icon for Now Assist.](). | Email message window | Now Assist icon | | Typed response | Provides the option to refine your response: * Elaborate * Shorten {#email-recommendation-nahr__ul_rp3_nhn_bcc} | | Left blank | Generates a recommended email reply that is based on the context of the email up to this point. | | Use template | Shows email template recommendations while composing an email. | |-|-| {#email-recommendation-nahr__choicetable_e5x_3yv_bcc} 4. Update the selected text with refined text by selecting Replace. 5. Review the generated email reply and select Refine to modify the response, or select Insert to paste the response into the chat message window. 6. Select Send Email or discard the draft if you don't like the recommendation. {#email-recommendation-nahr__steps_p3l_qbz_n2c} **Conceitos relacionados** * [Now Assist for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://www.servicenow.com/docs/NelfQdMRlhDLA3IvsrA2Qg "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with Now Assist Virtual Agent topics in Employee Center.") **Tarefas relacionadas** * [Summarize a chat conversation using Now Assist for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/MnDPW9b1gH5Y1m1~8dr1qA "Summarize a Virtual Agent chat history in the Now Assist for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation.") * [Summarize a Sidebar discussion by using Now Assist for HRSD](https://www.servicenow.com/docs/ugkESuIHHcYXx9rHjyVr9A "Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the Now Assist for HR Service Delivery (HRSD) application.") * [Generate a chat reply recommendation by using Now Assist for HRSD](https://www.servicenow.com/docs/M31A6QYDlrdXcVttXCu7iA "Generate a reply based on the context of the chat conversation using Now Assist icon. Chat reply recommendations can help provide agents with quick replies to common questions.") * [Generate a knowledge article from HR Agent Workspace with Now Assist for HRSD](https://www.servicenow.com/docs/6JX2gfdf_jNBR8YbSY7PuA "Create drafts of knowledge articles that are based on the case descriptions with Now Assist for HR Service Delivery (HRSD). Generating article content with generative AI enables you to write efficiently as you address user concerns.") * [Generate a knowledge article from multiple cases](https://www.servicenow.com/docs/S4bKWfHzue1UMG6azlVG7w "Create drafts of knowledge articles from multiple cases with the Now Assist for HR Service Delivery (HRSD) application. Use generative AI to gather and create the content from multiple cases so that you can reduce the amount of time that you would have spent manually to get the same information.") * [Summarize an HR case using Now Assist for HRSD](https://www.servicenow.com/docs/IBJoJrYr~Tk85cpeAuO1_A "Quickly understand the case context and respond to inquiries by using the case summarization skill.") * [Generate resolution notes using Now Assist for HRSD](https://www.servicenow.com/docs/5s3~Vhbswe2WAr6WfuFOQg "Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case.") * [View employee summary reports](https://www.servicenow.com/docs/2ZoO1nyjRpwZ2M5k2aivmQ "View the Employee Summary Virtual Agent topic in Employee Center to access employee contribution summaries, view consolidated profiles, and track employee progress.") * [Summarize actions while transferring an HR case](https://www.servicenow.com/docs/Eq49q3BSFAZ1vKSjYw6L2A "Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.") * [Use Knowledge Graph in Now Assist for HRSD](https://www.servicenow.com/docs/pdegY_OvofQ4TnxPaaQBgQ "Create a personalized knowledge model as a Knowledge Graph schema.") * [Use Now Assist for HR - Galileo Inside to answer HR-related questions](https://www.servicenow.com/docs/j~1RZR10hQIgYr9yU_oHcA "Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company.") * [Use the Now Assist panel in HR Agent Workspace](https://www.servicenow.com/docs/OqcwPpLdPA6gtZlXvmbzig "Generate chat and case summaries and resolution notes by using the Now Assist panel in Agent Workspace for HR Case Management or Core UI.") * [Submit an HR request with Gen AI Virtual Agent](https://www.servicenow.com/docs/_FEof6ZRfqwvEWsJo0JCIQ "Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent.") * [Analyze sentiments in Now Assist for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/8zGsrDhg_eOveL1LYGFJxw "Agents can prioritize cases based on requester sentiment and the reasoning behind it in the Now Assist for HR Service Delivery (HRSD) application.")