Create touchpoints and meeting records using Now Assist for Telecommunications, Media and Technology (TMT)

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Send the email to instance to create the touchpoint and meeting records directly from the inbound email using Now Assist for Telecommunications, Media and Technology (TMT).

    Antes de Iniciar

    Role required: Success agent

    To enable the email sending, see Outbound email configuration.

    To enable the email receiving, see Inbound email configuration.

    Procedimento

    1. Launch the email application.
    2. Select New Email.
      The new Email must contain the following information:
      touchpoint and meeting records.
      Field Descriptions
      From Email id of the sender.
      To

      Email id of the instance that is instancename@service-now.com.

      For example: devgen@service-now.com
      Subject

      The subject of the email must start with the prefix Touchpoint:

      For example: Touchpoint: Create a touchpoint for test.
      Email message
      For Touchpoints, the Email message must contain the required fields:
      • Engagement number
      • Due date
      • Subject
      • Description
      For Meetings, the Email message must contain the required fields:
      • Source
      • Start date and time
      • End date and time
      • Meeting subject
    3. Select Send.
      Nota:
      The instance may take several seconds to receive the email.

    Resultado

    • In the instance, the Inbound Email Actions validates the email.
    • If the validation fails, you receive the email with the validation error and template description.
    • If the validation passes, a record is created in the touchpoint and you receive a success email with the link to the created record.
    • The emails are prepared and pushed to the outbound queue where they’re scheduled to be sent.