Agents produce various types of content, including emails and chat replies. The Now Assist context menu uses generative AI to assist agents in summarizing, creating, and editing emails and chat replies. Agents can preview AI generated content, scroll through previously created content, and refine the text using the AI. The Now Assist context menu can be triggered from any application or field in a ServiceNow workspace where the Now Assist context menu is enabled.

Using the Now Assist context menu

The Now Assist context menu is available on any field where the floating Now Assist button () appears. If you start typing in the field, a menu appears with the available Now Assist context menu actions. The Now Assist context menu helps you summarize, create or modify existing documentation.

You can configure the Advanced filter to hide or show the Now Assist Context Menu quick actions option using the wwna_quick_actions table.

Chat window using the Now Assist context menu

You can use the Now Assist context menu when communicating with users in Agent Chat:

If it takes too long to generate text or the Now LLM Service isn't available, an error message appears.

Change request risk explanation using the Now Assist context menu

The Now Assist context menu makes the change request risk explanation available on the workspace and on UI16 after assessment and calculation.

When the risk is assessed and calculated, you’ll see the Explain risk button with the Now Assist icon on the workspace showing the risk explanation in a dialog box in the Record information section.

When the risk is assessed and calculated, you’ll see the Now Assist icon against the Risk field on UI16, showing the risk explanation in a dialog box.

Note:

The risk explanation that is presented in the dialog box is assessed and calculated on the change request form.

For more information about risk assessment and calculation, see Risk assessment.

Content editing using Now Assist content menu

The Now Assist context menu enables generative AI assisted content editing capabilities for user authoring and providing resolution notes in workspaces and UI16.

When you select some content, you’ll see the Now Assist icon pop-up and float along with your mouse device.

When you hover over the Now Assist icon or select Refine menu, you will see the following menu options to help you edit the content:

• Elaborate: Generative AI details the selected text.
• Shorten: Generative AI shortens the selected text.
• Change Tone: Generative AI changes the tone of the selected text to sound formal, casual, or Sympathetic.

If you select Elaborate or Shorten, generative AI provides alternative content option. You can select Insert button to update the content and publish. For more information, see Edit an article using the Now Assist context menu

If you select Change Tone, Now Assist context menu allows you to further choose a preferred tone between Formal, Casual, and Sympathetic. Select Insert to add the refined text.

Limit the number of content refinement calls using the Now Assist context menu

Configure and limit the number of content refinements to the skill per session using the Now Assist context menu. By default, the maximum number of refinements isn’t set and you can configure to limit it.

You can configure the refinement calls limitation at the Recommendations Dialog Props field in the Limit refinements record using the refineCount property.

Note:

The Limit refinements record is available in the Now Assist config var set record in the Now Assist Skill context menu application.

You can set the refineCount as follows:

• The default value of the property is -1. If the value is less than 0, then the number of refinements to the skill are unlimited.
• If you provide 0 as the value, then the refine button will be disabled and the You reached the limit for refining content. message is displayed.

  

• If you configure it with a value greater than 0, you’ll be able to refine the content according to the set value. For example, if you set the refineCount to 2, then you will be able to refine the content only twice.

  

Create knowledge article with open prompt

Use NAcm to create inline knowledge article using open prompts. See Generate KB article with Now Assist context menu