Platform Process emails for tasks agentic workflow
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 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, 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.
Role masking
Required role:
Agentic workflows and their AI agents use role masking 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.
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
- Navigate to .
- Select Process emails for tasks.
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.
AI agents used in the Process emails for tasks agentic workflow
| 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. |
Other Platform agentic workflows
For more information on other agentic workflows associated with the Platform workflow, see Platform agentic workflows.