Email recommendations using the Now Assist context menu

  • Release version: Zurich
  • Updated August 5, 2026
  • 1 minute to read

    • Use the ServiceNow Otto context menu to compose or respond to emails with recommendations from ServiceNow Otto with generative AI template suggestions. The ServiceNow Otto context menu enables users to generate email response recommendations in new, forward, reply, or reply all scenarios.

    Compose email

    While you compose a new email, you see the ServiceNow Otto context menu icon (ServiceNow Otto context menu icon) that displays the message Use ServiceNow Otto to generate a message. When you select the icon, generative AI generates a message recommendation.

    Using the Now Assist context menu to compose an email.

    You can refine the generated text either by selecting the Elaborate or Shorten context menu options on the AI Admin model. You can also copy the new text or Insert the generated text into the email body.

    Complete draft emails

    Use the ServiceNow Otto context menu to draft your emails.

    You can enter some text, use generative AI to help you complete your drafts by selecting the ServiceNow Otto context menu icon (ServiceNow Otto context menu icon). It displays the message Use Now Assist to generate a message.

    When you select the icon, you see that generative AI is generating the message for you.

    Using the ServiceNow Otto context menu to compose an email.

    You can further refine the generated text by selecting Elaborate or Shorten context menu options on the AI admin model. You can also copy the new text or select Replace to replace the generated text into the email body.

    View inline citations

    You can select the LLM response and view the all the related information sources like KB articles, emails, related records, etc.

    Select the numbered citations to view details along with the link to the source. You can also select the Show sources option to view the list of all the related resource links.

    Select Replace to add the source information in the email body as plain text. The numbered citation and all the source links will not be copied.

    Select a record from the ServiceNow Otto context menu inline citation to navigate directly to the record page, where the referenced section will be highlighted for easy identification.