---
sourceDocument: Xanadu Enable AI
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/intelligent-experiences

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Process emails for tasks

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

* Release version: Xanadu
* 
* Updated February 7, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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/niwr6UQ8bPftMjxAG1qJQg "Activate triggers and change display settings for agentic workflows in AI Agent Studio that come installed with Now Assist applications.") 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/sH6xk0HZh9ekmDh8fvYdXQ "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 set up

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

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

{#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. |
[Table 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/5XKpZAAz7p_mjG8x~zEn1g "You can use the available Now Assist AI agents Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents.").