---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/intelligent-experiences

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Process emails for tasks

# Platform Process emails for tasks agentic workflow {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura

Use the Platform Process emails for tasks AI agents agentic workflow to process incoming emails and convert them to actionable tasks.

## Process emails for tasks overview

The process emails for tasks agentic workflow can help decrease manual data entry, accelerate response times, and improve task organization by automatically converting incoming emails into tasks. The agentic workflow extracts
details from the email to populate fields, categorizes and prioritizes the task, and assigns the task to the associated group. The workflow can also write and send new emails.

Once the agentic workflow is activated and configured, users can send emails and have task records created based on the content of the emails. These can be new records or updates to existing ones.

The agents, tools, and triggers that are associated with the process emails for tasks agentic workflow are provided by Now Assist applications. You can [activate the agentic workflow template](https://servicenow-prod.fluidtopics.net/VkBy_syEfQx9Z1rmKNTgzQ "Activate an agentic workflow that come installed with Now Assist applications in AI Agent Studio.") by making triggers active and setting the display settings to include the Now Assist panel. If you want to change this agentic workflow's instructions, you must [duplicate it](https://servicenow-prod.fluidtopics.net/CituCGRe1pWS0Jt9dEcvlg "Duplicate an existing agentic workflow in AI Agent Studio to save time by not having to manually configure or create agentic workflows."), adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead.

## Prerequisites and setup

To set up this workflow, reach out to Now Support.  
Nota:  
You must deactivate other capabilities which create incidents or tasks from emails if you want to use this agentic workflow.

## Role masking

Required role:

Agentic workflows and their AI agents use [role masking](https://servicenow-prod.fluidtopics.net/_VXDP7tTBNfXqFaWIHXELg "Role masking for AI agents and agentic workflows helps users enhance security by enabling them to limit their roles during tool execution and verify that AI agents run with least-access privileges.") to determine which users can access them. Ones installed with Now Assist applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://servicenow-prod.fluidtopics.net/8ME3OQGmsHBdSPn3xBS7wA "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to.").

In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to create tasks on. For example, you can add the itil role to the agentic workflow's list of approved roles so that it can access Incident records.

## Accessing the Process emails for tasks agentic workflow

To access the agentic workflow:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Process emails for tasks.
{#email-task__ol_fkq_csr_y2c}

The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are
displayed in the second step of the AI agent guided setup, Add tools and information.  
Figura 1. Process emails for tasks agentic workflow in AI Agent Studio

## AI agents used in the Process emails for tasks agentic workflow

The following table lists the agents that are used in the Process emails for tasks agentic workflow.  
Importante:  
In the Define availability step of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent.
{#email-task__table_bff_fnf_m2c__entry__2}

| AI agent name | AI agent description |
|-|-|
| Record management AI agent | Fetches, creates, and updates record actions with the provided record details. |
| Email action and information AI agent | Extracts action items and details from emails, predicts information for child task records, and copies email attachments to records. This agent also has tools to compose emails and send them to recipients. |
| Email to new Task Creation | Creates tasks from emails. |
| Email on Existing Parent Lead | Handles emails which have parent records and create or update tasks from them. |
[Tabela 1. AI agents names and descriptions in the Process emails for tasks agentic workflow]

{#email-task__table_bff_fnf_m2c}

## Other Platform agentic workflows

For more information on other agentic workflows associated with the Platform workflow, see [Platform agentic workflows](https://servicenow-prod.fluidtopics.net/~s~v~BqYJvre4RICNTwaSA "You can use the available Now Assist AI agents Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents.").