Configure email reply recommendation in the AI Admin Hub console

Configure the email recommendation ServiceNow Otto skill to enable agents to draft email replies based on contextual information.

Before you begin

Role required: sn_generative_ai.nsa_admin

About this task

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.

Procedure

1. Navigate to All > ServiceNow Otto Admin > ServiceNow Otto Skills.

   If you’re already in the AI Admin Hub console, select the ServiceNow Otto Skills 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 ServiceNow Otto step, choose whether you want the ServiceNow Otto 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 ServiceNow Otto 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 ServiceNow Otto 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, ServiceNow Otto panel, or both.

   • In-product: When selected, ServiceNow Otto 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.

   • ServiceNow Otto panel: When selected, ServiceNow Otto skills are available in the ServiceNow Otto panel. If you don't see this option, you must activate the ServiceNow Otto panel. For more information, see Activate the ServiceNow Otto panel standard chat.

     For the skills that appear in the ServiceNow Otto 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.

Result

Agents can generate email drafts with generative AI.