--- sourceDocument: Brazil Telecommunications, Media, and Technology sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil 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: Brazil Updated September 10, 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 the ServiceNow Otto AI agent collection automates the drafting, refinement, and distribution of product release announcement emails. It uses the latest product release information to keep customers informed about changes, enhancements, and new features. This workflow is designed to streamline communication, ensuring consistent messaging and timely stakeholder engagement while reducing repetitive manual tasks for Customer Success Managers (CSMs). Show full answer Show less ## Key Features * **Automated Email Drafting:** The AI agent fetches the most recent product release data and generates personalized draft emails. * **Refinement and Editing:** CSMs can review and modify the email subject, introduction, and closing before sending. * **Automatic Triggering:** The workflow initiates automatically when a Digital Product Release (DPR) record is marked completed. * **Flexible Integration:** While preconfigured for the DPR application, the workflow supports integration with other release management systems with minimal customization. * **Role-Based Access:** CSMs with the roles *snacctIc.customersuccessagent* and *sndprmodel.releaseuser* can manually trigger the workflow for assigned product releases. ## Prerequisites and Setup * Install the *AI Agents for Customer Success Management (sncustsuccaiag)* plugin in your instance to access the agentic workflow and content generator skill. * Activate the product release content generator skill on the ServiceNow Otto skills page to enable workflow triggering. * Access the use case under **All \> AI Agent Studio \> Create and manage** by selecting Product Release Email Communication. ## Practical Benefits for ServiceNow Customers * Ensures timely and consistent communication of product releases to multiple customers, enhancing customer engagement and adoption. * Reduces manual effort in crafting release announcements, allowing CSMs to focus on driving customer value. * Improves communication accuracy and tone by leveraging AI to draft messages aligned with organizational standards. * Enables quick adoption with a ready-to-use setup, while offering flexibility to tailor the workflow to diverse system landscapes and specific business needs. 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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). *[\>]: and then