Configure email recommendation

  • Release version: Yokohama
  • Updated June 2, 2025
  • 1 minute to read

    • Configure email reply recommendation to help agents generate and refine efficient email responses based on conversation context.

    Before you begin

    Role required: admin

    Email reply recommendations are generated from the information that you enter in the following fields:
    • Short description
    • Description
    • All journal fields
    • Emails

    Procedure

    1. Navigate to Admin > Now Assist Admin > Skills.
    2. Select the Customer workflow, and CSM as the product.
    3. Activate Skill for the Email Recommendation skill.
      Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
    4. Select Choose Input and review the tables and fields to create prompts that determines where data is pulled from.
      Note:
      You cannot modify the input data source.
      Table 1. Table 1: Inputs for the Email Recommendation generation skill
      Input Description
      Input table Case [sn_customerservice_case]
      Input fields
      • Short description
      • Description
      • Emails
      • Additional Comments
      • Work Notes
      • Activity
    5. Select Define Availability to customize how and when the skill capability is active and accessible.
      • Select Skill is always available so no restrictions are placed on when a skill is available.
      • Select Customize skill availability to define conditions and use the condition builder to configure fields and values.
    6. Select Define access to determine who can access this skill.

      By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.

      Default and Custom Roles:
      • If no changes are made, the default role sn_esm_agent will automatically appear in Define Access and Select Display.
      • If custom roles were added before the upgrade, they’ll be updated automatically by a script.
      • If new roles are created after the upgrade, you’ll need to manually add them in both the Define Access and Select Display.
        Note:
        In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still need to manually select it in Select Display to make it active.
    7. Toggle Display to determine if email recommendation appears in In-product desktop, displaying Now Assist skills on forms and workspaces.
    8. After selecting Review and Activate to examine changes, select Done to close the Email Reply generation settings.
    9. Select Activate to turn on the skill for agents and complete configuration.