Configure email reply recommendation in the Now Assist Admin console

Configure the email recommendation Now Assist skill to enable agents to draft email replies based on contextual information.

Antes de Iniciar

Role required: sn_generative_ai.nsa_admin

Por Que e Quando Desempenhar Esta Tarefa

The email recommendation skill is available in multiple workflows. The exact steps and the order in which they appear for the guided setup for the skill vary depending on the workflow.

Procedimento

1. Navigate to All > Now Assist Admin > Now Assist Features.

   If you’re already in the Now Assist Admin console, select the Now Assist Features tab.

2. On the navigation panel, select a workflow, such as Technology.

   Each workflow contains feature sets. The available workflows for email recommendation are Customer (CSM) and Employee (HRSD).

3. On the feature card that is associated with the skill you'd like to activate, select View details.
4. In the All available skills section, select Activate Skill.

   If you have already activated the skill and want to edit the configuration, in the Active skills section, select the more options menu item (). Then select Edit.

5. In the Write with Now Assist step, choose whether you want the Now Assist context menu to be active and then select the actions you want to be available.

   After each step, select Save and continue. For more information about these choices, see Skill inputs and triggers for Now Assist for HRSD.

   

6. Choose when you want the skill to be available.

   You can select Skill is always available if you don’t want to place any restrictions on when the skill is available for use. If you want to add conditions, select Customize skill availability. Selecting this option opens up a condition builder for you to select fields and values that determine whether someone can use the skill.

7. Choose the inputs or email parameters, including input data and whether you want to display template suggestions.

   Some options may be read-only in certain workflows.

   Additional context can improve the quality of the email recommendation. In the Additional input fields field, you can choose any fields not already selected in the Default input fields. You can include Knowledge articles by selecting the check box. You can choose a field from related records, such as resolution notes, in the Related record field. If there’s no value for the related record field or you don’t select one, you can also opt to include activity from related records.

   If you select Show template recommendations, then agents see a list of template suggestions generated by Now Assist when they go to select a template.

   

8. In the next step of the skill configuration, select where you'd like to display the skill.
   You can select both in-product, Now Assist panel, or both.

   • In-product: When selected, Now Assist skills are displayed on forms and workspaces.

     For the skills that appear in-product, select the down arrow to identify the roles that can use the skill.

   • Now Assist panel: When selected, Now Assist skills are available in the Now Assist panel. If you don't see this option, you must activate the Now Assist panel. For more information, see Turn on the Now Assist panel.

     For the skills that appear in the Now Assist panel, select the down arrow to identify the roles that can use the skill.

   Roles can be added by entering the name of the role in the User roles field. Existing roles can be removed by selecting the X icon in the role bubble. You must have at least one role specified, but you can add as many as you like.
9. Review your choices and select Activate to complete the configuration.

Resultado

Agents can generate email drafts with generative AI.