Generate an email response by using Now Assist for IT Service Management (ITSM)

Generate an email as a recommendation based on the context of the incident using the Now Assist 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 Now Assist Admin console.

Role required: itil

About this task

As an agent, you can do these actions using the Now Assist 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.

1. In the email message window, either type a response or leave it empty, and then select the Now Assist

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.