Generate an email response by using ServiceNow Otto for IT Service Management (ITSM)

Generate an email as a recommendation based on the context of the incident using the ServiceNow Otto icon. Email responses can help agents save time and learn efficient ways to respond to requesters.

Before you begin

An admin must activate the email response skill. For more information, see Configure email reply recommendation in the AI Admin Hub console.

Role required: itil

About this task

As an agent, you can do these actions using the ServiceNow Otto icon:

• Generate an email response as a recommendation based on the context of the incident and the email.
• Generate an email response as a recommendation for replies to new, forwarded, and draft emails.
• Refine the recommendation by elaborating or shortening the response.
• Get email template recommendations while composing an email.

Procedure

1. In Core UI or Service Operations Workspace for ITSM, open an incident that is assigned to you.
2. Start composing an email using the More actions icon or from the activity stream.

   Method	Instructions
   Compose email using More actions icon	Select Email. Write six or more words and then select the words. The ServiceNow Otto icon appears. Select the ServiceNow Otto icon. ServiceNow Otto creates an email response as a recommendation. Select Refine and then select Shorten or Elaborate depending on whether you want a more concise or a lengthy response. Get an email response as a recommendation for the agent to ask more questions or sent notes to an end user.
   Compose an email from Activity stream	In the activity stream, select an existing email that you want to reply to. Position your cursor within the email message window to see the ServiceNow Otto icon . Select the ServiceNow Otto icon to get an email response as a recommendation for the agent to ask more questions or sent notes to an end user.

3. In the email message window, either type a response or leave it empty, and then select the ServiceNow Otto icon.

   Email message window	ServiceNow Otto icon
   Typed response	Provides the option to refine your response: Elaborate Shorten
   Left blank	Generates an email response as a recommendation that is based on the context of the email up to this point.

4. Update the selected text with refined text by selecting Replace.
5. Review the generated email response 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.