---
title: Email recommendations using the ServiceNow Otto context menu
description: Use the ServiceNow Otto context menu to compose or respond to emails with recommendations from Now Assist with generative AI template suggestions. The ServiceNow Otto context menu enables users to generate email response recommendations in new, forward, reply, or reply all scenarios.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/email-recommendations-nacm.html
release: australia
topic_type: concept
last_updated: "2026-10-09"
reading_time_minutes: 2
keywords: [Now Assist, Now Assist context menu, Generative AI, Gen AI, Streamline]
breadcrumb: [ServiceNow Otto context menu, ServiceNow Otto Experiences, Exploring AI Admin Hub, AI Admin Hub, Enable AI experiences]
---

# Email recommendations using the ServiceNow Otto context menu

Use the ServiceNow Otto context menu to compose or respond to emails with recommendations from Now Assist with generative AI template suggestions. The ServiceNow Otto context menu enables users to generate email response recommendations in new, forward, reply, or reply all scenarios.

-   **Compose email**

    While you compose a new email, you see the ServiceNow Otto context menu icon \(\[Omitted image "icon-otto-outline-24.svg"\] Alt text:\) that displays the message `Use Now Assist to generate a message`. When you select the icon, generative AI generates a message recommendation.

    \[Omitted image "wwna-email-compose-example\_2.png"\] Alt text: Using the ServiceNow Otto context menu to compose an email.

    You can refine the generated text either by selecting the **Elaborate** or **Shorten** context menu options on the AI Admin model. You can also copy the new text or **Insert** the generated text into the email body.

-   **Complete draft emails**

    You can use the ServiceNow Otto context menu to finish your drafted emails. You can enter some text and use generative AI to help you with complete your drafts by selecting the ServiceNow Otto context menu icon \(\[Omitted image "icon-otto-outline-24.svg"\] Alt text:\) that displays the message `Use ServiceNow Otto to generate a message`. When you select the icon, you see that generative AI is generating the message for you.

    \[Omitted image "nacm-complete-email-drafts.png"\] Alt text: Using the ServiceNow Otto context menu to compose an email.

    You can further refine the generated text by selecting **Elaborate** or **Shorten** context menu options on the ServiceNow Otto admin model. You can also copy the new text or select **Replace** to replace the generated text into the email body.

-   **View inline citations**

    You can select the LLM response and view the all the related information sources like KB articles, emails, related records, etc.

    Select the numbered citations to view details along with the link to the source. You can also select the **Show sources** option to view the list of all the related resource links.

    Select **Replace** to add the source information in the email body as plain text. The numbered citation and all the source links will not be copied.

    You can select a record from ServiceNow Otto context menu inline citation to navigate directly to the record page, where the referenced section will be highlighted for easy identification.


**Parent Topic:**[ServiceNow Otto context menu](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/now-assist-write-overview.md)