Email response AI agent

---
title: Email response AI agent
description: The email response AI agent generates and sends an email response.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/csm-email-response-ai-agent.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Customer Service Management AI agents, Customer Service Management, AI agents library, AI agents and agentic workflows, Enable AI Experiences]
---

# Email response AI agent

The email response AI agent generates and sends an email response.

## Workflow

The agent helps generates and sends email.

1.  Get source record details.
2.  Get preliminary email reply.
3.  Generate draft-email-content using source record details.
4.  Create email draft using draft-email-content and source record details.
5.  Inform the user of the email process result.

<table><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Allow third party to access this AI agent

</td><td>

When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field.

</td></tr><tr><td>

Allow AI specialists to access this AI agent

</td><td>

When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field.

</td></tr><tr><td>

Manage long-term memory

</td><td>

When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md).

</td></tr><tr><td>

Tools

</td><td>

-   **Script**

Create email draft

Generate draft email content

Get record details

Send Email


</td></tr><tr><td>

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

sn\_esm\_agent

</td></tr><tr><td>

Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.

</td><td>

sn\_customerservice\_agent, sn\_customerservice.consumer\_agent, sn\_customerservice\_manager

</td></tr><tr><td>

Triggers

</td><td>

Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md).

</td></tr><tr><td>

Channels

</td><td>

Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md).

</td></tr><tr><td>

Used in agentic workflows

</td><td>

[Triage cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/case-resolving-use-case.md)

</td></tr></tbody>
</table>Learn more about Customer Service Management at [Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/c_CustomerServiceManagement.md).

**Parent Topic:**[Customer Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-ai-agents-overview.md)