Now Assist in Notifications

  • Release version: Zurich
  • Updated November 10, 2025
  • 2 minutes to read
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    Summary of Now Assist in Notifications

    Now Assist in Notifications is a ServiceNow application designed to automate inbound email processing and to facilitate the creation and modification of email notifications, templates, and layouts. It leverages artificial intelligence (AI) and machine learning to enhance notification management and streamline communication workflows within your ServiceNow environment.

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    Key Features

    • Automation of inbound email processing: Automatically manage incoming emails to improve efficiency and reduce manual effort.
    • Notification customization: Create and modify email notifications, templates, and layouts to meet your organizational needs.
    • Agentic workflows: Utilize agentic workflows to enhance automation and decision-making within notifications.
    • Support and troubleshooting: Access the ServiceNow Community and Known Error Portal for AI and notification-related help, and contact Customer Service and Support as needed.

    Important Considerations

    • AI limitations: The AI-generated outputs may not always be accurate or appropriate for every use case. Customers must test and evaluate results, apply human oversight, and avoid sole reliance on AI for critical decisions, especially in sensitive domains such as healthcare, finance, legal, employment, security, or infrastructure.
    • Compliance: Use of this application requires adherence to ServiceNow’s AI Acceptable Use Policy, which may be updated over time.
    • Data processing and privacy: Data from your ServiceNow instance may be transferred to centralized ServiceNow environments or third-party cloud providers (e.g., Microsoft Azure) in different regions. ServiceNow handles this data per strict internal policies and compliance standards.
    • Data collection: ServiceNow collects inputs, outputs, edits, and case information from this application to improve AI technologies. Customers have the option to opt out of future data collection via the Now Assist Opt-Out page.

    Use ServiceNow Now Assist to automate inbound emails processing and to create and modify email notifications, templates, and layouts.

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    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect case information (for chat summarization, resolution notes generation, knowledge generation, call summarization), chat transcripts (for chat recommendation), and email information (for email response). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.