Email response skill

  • Release version: Xanadu
  • Updated November 19, 2024
  • 1 minute to read

    • Generate responses for email and suggest templates based on the context of the conversation using Now Assist. This skill can help your agents to draft emails quickly and stay focused.

    You can generate email response recommendations in New, Forward, and Reply scenarios. The email response skill displays a pop-up window that an agent can use to generate a reply recommendation or compose a new email or complete a draft. This skill also recommends the most relevant templates from the list of templates based on the case context. In the email message window, either type a response, or leave it blank, and then select the Now Assist icon .

    The following actions are available from the Now Assist context menu:
    • Generate a recommended email response that is based on the case and email context.
    • Generate email responses for new, forwarded, and finishing draft mails.
    • Refine the recommendation by elaborating or shortening the response.
    • Availability of email template recommendations while composing an email.
    Note:
    • Reply recommendations are generated based on KB articles, similar chats, and the context of the conversation.
    • The email recommendation skill is on the Case skill card in the Customer group. For more info, see Now Assist for Customer Service Management (CSM).
    • Currently, Generative AI is only supported for the English language.

    Generating an email response by Now Assist

    You can generate an email response in Workspace:
    Figure 1. Email reply in Workspace
    In the Compose email screen, use Write with Now Assist to generate an email reply recommendation.

    To learn more, see Generate an email response by using Now Assist for Customer Service Management (CSM)

    Email template recommendations by Now Assist

    You can view the email templates recommended by Now Assist in Workspace. You select Apply templates in the Compose email screen to view the Email templates, Response templates, and Quick messages. Now Assist recommends you the templates to select and insert it to your email.

    You can also search for response templates by using the keyboard shortcut keys. In the Compose email screen, type /r to view the response templates recommended by Now Assist.

    Availability

    This skill is available in the workflows and products listed below.

    Table 1. Now Assist products and workflows
    Workflow Product
    Customer

    Now Assist for Customer Service Management (CSM)