---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Generate an mail response

# Generate an email response by using Now Assist for Customer Service Management (CSM) {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Generate an email response that is based on the case and email context by using the Now Assist icon. With mail responses, agents can create quick emails or responses, helping minimize errors and ramp up productivity.

## Before you begin

Role required: admin

## About this task

An agent can do these actions by using the Now Assist icon:

* Generate a recommended email response 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.

{#generate-email-reply-recommendations__ul_dnf_5cn_bcc}  
Note:  
The mail response skill is on the Case skill card in the Customer group. For more info, see [email response](https://www.servicenow.com/docs/access?context=now-assist-email-recommendation&version=xanadu&pubname=xanadu-intelligent-experiences&ft:locale=en-US).

## Procedure

1. Navigate to WorkspacesCSM/FSM Comfigurable Workspace and open a customer service case that supports the email response.
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. {#generate-email-reply-recommendations__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. {#generate-email-reply-recommendations__ol_hc2_b4q_bcc} |
   |-|-|

   {#generate-email-reply-recommendations__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.]().  
   Figure 1. Now Assist icon modal

   | Email message window | Now Assist icon |
   | Typed response | Provides the option to refine your response: * Elaborate * Shorten {#generate-email-reply-recommendations__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. |
   |-|-|

   {#generate-email-reply-recommendations__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.

*[\>]: and then