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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Generate an email response by using Now Assist for Customer Service Management (CSM)

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

[Omitted video] Description: Configure email response generation.

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.

Note: The email response skill is on the Case skill card in the Customer group.

Procedure

  1. Navigate to Workspaces > CSM/FSM Configurable Workspace and open a customer service case that supports the email response.

  2. Choose how to compose an email.

MethodDescription
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
    Image omitted: icon-ai-sparkle.png
    Sparkle icon for Now Assist.</li>
  3. Select the Now Assist icon
    Image omitted: icon-ai-sparkle.png
    Sparkle icon for Now Assist. to generate a response.</li>
  4. Select Refine to shorten or elaborate the content.
  5. Get a recommendation that is based on the existing context.
Compose an email from Activity stream1. 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
Image omitted: icon-ai-sparkle.png
Sparkle icon for Now Assist..
3. Select the Now Assist icon
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Sparkle icon for Now Assist. to receive a recommendation that is based on the existing context.
  1. In the email message window, either type a response, or leave blank, and then select the Now Assist
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Sparkle icon for Now Assist..
Image omitted: now-assist-email-reply-recommendation.png
Generated email response.
Email message windowNow Assist icon
Typed responseProvides the option to refine your response:- Elaborate - Shorten Provides the option to change your tone: - Casual - Formal - Sympathetic
Left blankGenerates a recommended email response that is based on the context of the email up to this point.
Use template- Shows email template recommendations while composing an email. - Generates reply suggestions in the compose area using preconfigured templates, including headers, footers, and signatures.

  1. Update the selected text with refined text by selecting Replace.

  2. Review the generated email response and select Refine to modify the response, or select Insert to paste the response into the chat message window.

  3. Select Send Email or discard the draft if you don’t like the recommendation.

Parent Topic:Using Now Assist for Customer Service Management (CSM)