---
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


---

# Chat reply recommendation

# Chat reply recommendation {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 15, 2024
* 
* ![](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. Chat reply recommendations provide agents with quick replies to common questions.
The chat reply recommendation skill displays a pop-up window that an agent can use to generate a recommendation with Write with Now Assist, and then review it before sending it as a reply. In the chat message window, either type a response, or leave it blank, and then select the Now Assist icon ![Now Assist icon](). Reply recommendations are generated based on KB articles, similar chats, and the context of the conversation.  
Note:  
The system performs indexing operations on a few tables, including interaction, incident, and case, whenever the chat reply recommendation functionality is activated.  
Figure 1. Generate a reply recommendation in Workspace

## Generating a chat reply recommendation {#now-assist-chat-recommendation__section_drc_rj3_ccc}

You can generate a chat reply recommendation in the following products.

* 
* [Generate a chat reply recommendation by using Now Assist for IT Service Management (ITSM)](https://www.servicenow.com/docs/access?context=now-assist-itsm-chat-recommendation&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US)
* 
{#now-assist-chat-recommendation__ul_llw_h55_wyb}

## Availability {#now-assist-chat-recommendation__section_err_v2d_dbcacvzx}

This skill is available in the workflows and products listed below.  
{#now-assist-chat-recommendation__table_r25_vxc_dbcdddssa__entry__2}

| Workflow | Product |
|-|-|
| Technology | [Now Assist for IT Service Management (ITSM)](https://www.servicenow.com/docs/access?context=now-assist-itsm&version=xanadu&pubname=xanadu-it-service-management&ft:locale=en-US) |
| Customer | [Now Assist for Customer Service Management (CSM)](https://www.servicenow.com/docs/access?context=now-assist-csm&version=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US) |
| Employee | [Now Assist for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/access?context=now-assist-hrsd&version=xanadu&pubname=xanadu-employee-service-management&ft:locale=en-US) |
[Table 1. Now Assist products and workflows]

{#now-assist-chat-recommendation__table_r25_vxc_dbcdddssa}