---
title: Generate an email response by using ServiceNow Otto for Customer Service Management \(CSM\)
description: Generate an email response that is based on the case and email context by using the AI icon. With email response, agents can create quick emails or responses, helping minimize errors and ramp up productivity.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/now-assist-for-csm/generate-email-reply-recommendations.html
release: australia
product: Now Assist for CSM
classification: now-assist-for-csm
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
keywords: [generative AI, generative AI for Customer Service Management, generative AI for customer service agents]
breadcrumb: [Use generative AI, ServiceNow Otto for CSM, Customer Service Management]
---

# Generate an email response by using ServiceNow Otto for Customer Service Management \(CSM\)

Generate an email response that is based on the case and email context by using the AI 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 AI 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.

<table id="choicetable_tbz_hyv_bcc"><thead><tr><th align="left" id="d192235e123">

Method

</th><th align="left" id="d192235e126">

Description

</th></tr></thead><tbody><tr><td id="d192235e132">

**Compose email from More actions**

</td><td>

1.  Select **Compose email**.
2.  Write six or more words and then select the words that you just wrote to see the AI icon \[Omitted image "icon-ai-sparkle.png"\] Alt text: Sparkle icon
3.  Select the AI icon \[Omitted image "icon-ai-sparkle.png"\] Alt text: Sparkle icon. to generate a response.
4.  Select **Refine** to shorten or elaborate the content.
5.  Get a recommendation that is based on the existing context.


</td></tr><tr><td id="d192235e177">

**Compose an email from Activity stream**

</td><td>

1.  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 AI icon \[Omitted image "icon-ai-sparkle.png"\] Alt text: Sparkle icon ..
3.  Select the AI icon \[Omitted image "icon-ai-sparkle.png"\] Alt text: Sparkle icon . to receive a recommendation that is based on the existing context.


</td></tr></tbody>
</table>3.  In the email message window, either type a response, or leave blank, and then select the AI icon \[Omitted image "icon-ai-sparkle.png"\] Alt text: Sparkle icon..

<table id="choicetable_e5x_3yv_bcc"><thead><tr><th align="left" id="d192235e225">

Email message window

</th><th align="left" id="d192235e228">

AI icon

</th></tr></thead><tbody><tr><td id="d192235e234">

**Typed response**

</td><td>

Provides the option to refine your response:-   Elaborate
-   Shorten
Provides the option to change your tone:

-   Casual
-   Formal
-   Sympathetic


</td></tr><tr><td id="d192235e264">

**Left blank**

</td><td>

Generates a recommended email response that is based on the context of the email up to this point.

</td></tr><tr><td id="d192235e273">

**Use template**

</td><td>

-   Shows email template recommendations while composing an email.
-   Generates reply suggestions in the compose area using preconfigured templates, including headers, footers, and signatures.


</td></tr></tbody>
</table>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.


**Parent Topic:**[Using ServiceNow Otto for Customer Service Management \(CSM\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/now-assist-for-csm/now-assist-csm-using.md)