Generate an email reply recommendation by using Now Assist for HR Service Delivery (HRSD)

  • Release version: Xanadu
  • Updated March 3, 2025
  • 1 minute to read

    • Generate an email reply that is based on the case and email context by using the Now Assist icon. With email reply recommendations, agents can create quick emails or responses, helping minimize errors and ramp up productivity.

    Before you begin

    Role required: admin

    About this task

    An agent can do these actions by using the Now Assist icon:
    • Generate a recommended email reply that is based on the case and email context.
    • Generate recommended email for new, forwarded, and finishing draft emails.
    • Refine the recommendation by elaborating or shortening the response.
    • Availability of email template recommendations while composing an email.
    Note:
    The email reply recommendation skill can be found in the HRSD tab under the Employee group in Now Assist Admin. For more info, see Email reply recommendation.

    Procedure

    1. Navigate to Workspaces > Agent Workspace for HRSD and open an HR case that supports the email reply recommendation.
    2. Choose how to compose an email.
      MethodDescription
      Compose email from More actions
      1. Select Compose email.
      2. Write six or more words and then select the words that you just wrote to see the Now Assist icon Sparkle icon for Now Assist.
      3. Select the Now Assist icon Sparkle icon for Now Assist. to generate a response.
      4. Select Refine to shorten or elaborate the content.
      5. Get a recommendation that is based on the existing context.
      Compose an email from Activity stream
      1. In the activity stream, select an existing email that you want to reply to.
      2. Position your cursor within the email message window to see the Now Assist icon Sparkle icon for Now Assist..
      3. Select the Now Assist icon Sparkle icon for Now Assist. to receive a recommendation that is based on the existing context.
    3. In the email message window, either type a response, or leave blank, and then select the Now Assist Sparkle icon for Now Assist..
      Email message window Now Assist icon
      Typed response Provides the option to refine your response:
      • Elaborate
      • Shorten
      Left blank Generates a recommended email reply that is based on the context of the email up to this point.
      Use template Shows email template recommendations while composing an email.
    4. Update the selected text with refined text by selecting Replace.
    5. Review the generated email reply and select Refine to modify the response, or select Insert to paste the response into the chat message window.
    6. Select Send Email or discard the draft if you don’t like the recommendation.