---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Configure keywords for conversational AI

# Configure keywords for conversational AI {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure keywords on the incident and observation record producers to enable conversational Health and Safety reporting in the ServiceNow Otto panel.

## Before you begin

Verify that the application scope is selected as Health and Safety Core. For more information, see [Application picker](https://www.servicenow.com/docs/access?context=c_ApplicationPicker&version=australia&pubname=australia-application-development&ft:locale=en-US).

Role required: sn_ohs_im.admin

## About this task

The keywords for the incident or observation record for conversation AI are the relevant tags used to generate a response in the panel. The keywords must be added as a comma-separated list of words.

## Procedure

1. Navigate to AllService CatalogCatalog definitionsRecord producers.
2. In the record producers list, select:
   * Report Health and Safety Incident-Basic for incident records.
   * Report Health and Safety Observations for observation records.

   For more information on how to use record producers, see [Record Producer](https://www.servicenow.com/docs/access?context=c_RecordProducer&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).
3. In the Meta field, add keywords.  
   A few examples of keywords can be health, safety, incident, injury, or observation.
4. Select Update.

## Result

The keywords are saved to the record producer. Employees can use these keywords in the panel to trigger conversational reporting for Health and Safety incidents or observations.

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