--- sourceDocument: Australia Telecommunications, Media, and Technology sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology Release : - australia ft:locale : - en-US ft:publication_title : - Australia Telecommunications, Media, and Technology ft:clusterId : - telmt bundleId : - telmt workflow : - Customer and Industry --- # Product release email communication # ServiceNow Otto for Telecommunications, Media, and Technology (TMT) AI agent collection Product release email communication agentic workflow {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 ServiceNow Otto for Telecommunications, Media, and Technology (TMT) AI Agent Collection Product Release Email Communication Agentic Workflow The product release email communication agentic workflow in ServiceNow Otto for TMT automates drafting, refining, and distributing product release announcement emails to relevant stakeholders. It uses AI to fetch the latest product release details and generate personalized email drafts, streamlining communication of product changes, feature releases, and adoption updates. This workflow helps customer success managers (CSMs) maintain consistent and timely messaging, allowing them to focus on driving customer value instead of repetitive communication tasks. Show full answer Show less This workflow is integrated with the Digital Product Release (DPR) application by default but is flexible enough to be adapted for other release management systems with minimal customization. It triggers automatically when a DPR release record moves to the completed state. ## Key Features * **Automated Email Drafting and Distribution:** AI agent retrieves latest release info, creates drafts, and manages messaging tone and accuracy. * **Manual Trigger and Editing:** CSMs with appropriate roles (snacctIc.customersuccessagent and sndprmodel.releaseuser) can manually trigger and edit emails before sending. * **Preconfigured and Flexible:** Delivered as part of the base system with default DPR integration, allowing quick setup and adaptability to other systems. * **Role and Access Requirements:** Requires installation of the AI Agents for Customer Success Management plugin and activation of the product release content generator skill in ServiceNow Otto. * **AI Agent Role:** The Email Communication Manager AI agent automates the entire communication workflow from draft creation to email delivery, ensuring timely and appropriate messaging. ## Practical Use for ServiceNow Customers * Enable your customer success teams to efficiently communicate product updates and feature adoptions to multiple customers without manual repetitive tasks. * Ensure consistent and professional messaging with AI-generated drafts that can be reviewed and customized. * Leverage out-of-the-box integration with Digital Product Release or customize the workflow to fit alternative release management processes. * Improve customer engagement and adoption by delivering timely, relevant product release information automatically. ## Getting Started and Next Steps * Install the **AI Agents for Customer Success Management (sncustsuccaiag)** plugin in your ServiceNow instance. * Activate the **product release content generator skill** on the ServiceNow Otto skills page to enable the workflow trigger. * Access the workflow via **All \> AI Agent Studio \> Create and manage** and select **Product Release Email Communication**. * To customize, duplicate the agentic workflow and modify settings as needed. * Ensure release managers mark product releases as completed to trigger the workflow automatically. Automatically draft, refine, and distribute product release announcement emails to designated recipients using the most recent release information. ## Prerequisites {#now-assist-product-release-email-communication__section_byw_hqn_33c} To access the agentic workflow and product release content generator skill, install the plugin AI Agents for Customer Success Management (sn_cust_succ_ai_ag) in your instance. Important: In the ServiceNow Otto skills page, make sure to Activate the product release content generator skill to trigger the agentic workflow. See [Activate a skill](https://www.servicenow.com/docs/access?context=activate-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) for more details. ## Product release email communication agentic workflow overview {#now-assist-product-release-email-communication__section_udl_5kn_23c} The agentic workflow automatically drafts, refine, and publish release announcement emails to the multiple customers regarding the product changes and features adoption. The agentic workflow invokes the AI agent to fetch the latest released product information and creates a draft email. With this agentic workflow a customer can: * Timely communicate customers about product changes, enhancements, new feature releases, and feature adoption. * Identify the stakeholders, ensures consistent messaging, and streamline distribution. * Focus on driving adoption and customer value instead of repetitive communication tasks. {#now-assist-product-release-email-communication__ul_exj_dt1_f3c} This agentic workflow is delivered as part of the base system and is preconfigured to operate with the Digital Product Release (DPR) application. This enables customers to get started quickly using the default setup. However, the workflow is designed with flexibility in mind and isn't limited to DPR. Organizations using alternative release management or related systems can seamlessly adopt this capability by integrating their existing applications with minimal customization. That ensures the workflow can be adapted to diverse system landscapes and specific business requirements. When the DPR (sn_dpr_model_release) record moves to the completed state, the agentic workflow triggers automatically. For more information about DPR, see [Digital Product Release](https://www.servicenow.com/docs/access?context=dpr-landing-page&version=australia&pubname=australia-it-service-management&ft:locale=en-US). To modify the Product release email communication agentic workflow, [Duplicate an agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), and adjust the settings according to your requirements. The CSM can trigger this agentic workflow manually only for assigned product releases. The customer success manager can access this agentic workflow with these roles: sn_acct_Ic.customer_success_agent and sn_dpr_model.release_user. ## Product release email communication agentic workflow {#now-assist-product-release-email-communication__section_pt2_wtw_23c} To access the use case: 1. Navigate to AllAI Agent StudioCreate and manage. 2. Select Product Release Email Communication. {#now-assist-product-release-email-communication__ol_hvw_kpz_b3c} To create a new use case, see [Create an agentic workflow](https://www.servicenow.com/docs/access?context=configure-use-case-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## AI agent used in the Product release email communication {#now-assist-product-release-email-communication__section_z3p_1ln_23c} The following AI agent is used to execute the instructions for the agentic workflow. {#now-assist-product-release-email-communication__table_o3k_x3b_23c__entry__2} | AI agent | AI agent role | |-|-| | Email communication manager AI agent | AI agent automates product release communications by retrieving the latest updates, generating personalized email drafts, and also giving CSMs the capability to edit the subject, introduction, and closing information in the email before sending it out. The agent handles the complete workflow from draft creation to delivery accurately, timely, and appropriately toned messages reach the recipients with minimal manual effort. The AI agent is invoked only when the product release is marked completed by release manager. | [Table 1. AI agent and the role in the Product release email communication agentic workflow] {#now-assist-product-release-email-communication__table_o3k_x3b_23c} To create an AI agent, see [Create an AI agent](https://www.servicenow.com/docs/access?context=configure-next-best-action-agent&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). *[\>]: and then