--- sourceDocument: Xanadu Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/employee-service-management Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Generate a chat reply recommendation by using Now Assist for HR Service Delivery (HRSD) # Generate a chat reply recommendation by using Now Assist for HR Service Delivery (HRSD) {#ariaid-title1} * Release version: Xanadu * * Updated March 3, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Generate a reply based on the context of the chat conversation using Now Assist icon. Chat reply recommendations can help provide agents with quick replies to common questions. ## Before you begin Role required: admin ## About this task You can do these actions by using the Now Assist icon: * Generate a recommended reply that is based on the context of the conversation. * Refine the recommendation by elaborating or shortening the response. {#chat-recommendations-nahr__ul_zjj_kfm_bcc} Note: The Chat reply recommendation skill can be found in the HRSD tab under the Employee group in Now Assist Admin. For more info, see [Chat reply recommendation](https://www.servicenow.com/docs/access?context=now-assist-chat-recommendation&version=xanadu&pubname=xanadu-intelligent-experiences&ft:locale=en-US). ## Procedure 1. Navigate to WorkspacesAgent Workspace for HRSD. 2. Open the inbox and accept the chat interaction. In the Active Chat section of the interaction, a summary of the Virtual Agent conversation is generated. The summary includes the actions that were taken before the requester engaged with the live agent. With this information, you can get an overview of what the requester has already mentioned in the Virtual Agent conversation and troubleshoot the issue. 3. Chat with the requester to get any additional details about their question or issue, if needed. For example, if the requester is having an issue with hardware, you may need the hardware model number and serial number. 4. In the chat message window, either type a response, or leave blank, and then select the Now Assist icon ![Sparkle icon for Now Assist.]() | Chat message window | Now Assist icon | | Typed response | Provides the option to refine your response: * Elaborate * Shorten {#chat-recommendations-nahr__ul_ysv_d1l_1cc} | | Left blank | Generates a recommended reply that is based on the context of the conversation up to this point. | |-|-| {#chat-recommendations-nahr__choicetable_nbt_cxv_bcc} The reply response appears in the Now Assist icon modal. 5. Review the generated reply and select Refine to modify the response, or select Insert to paste the response into the chat message window. If the reply response was refined, you can toggle between versions. 6. In the chat message window, select Send. 7. End the chat by selecting End Chat. {#chat-recommendations-nahr__steps_hzh_g21_42c} **Related concepts** * [Now Assist for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://servicenow-prod.fluidtopics.net/rp4zibQnV5JAe_jjwg70Hw "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with Now Assist Virtual Agent topics in Employee Center.") **Related tasks** * [Summarize a chat conversation by using Now Assist for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/UF1yhwhJOtekqA6uZ1C3aw "Summarize a Virtual Agent chat history in the Now Assist for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. 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