Email communication manager AI agent

---
title: Email communication manager AI agent
description: The agent retrieves the latest released product information, creates draft emails, refines them from user input, and sends them to specific recipients.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/tmt-email-communication-manager-ai-agent.html
release: australia
topic_type: reference
last_updated: "2026-10-27"
reading_time_minutes: 2
breadcrumb: [Customer Success Management AI agents, Telecommunications, Media and Technology AI agents, Telecom, Media and Tech AI agents, AI agents library, AI agents and agentic workflows, Enable AI Experiences]
---

# Email communication manager AI agent

The agent retrieves the latest released product information, creates draft emails, refines them from user input, and sends them to specific recipients.

## Workflow

The agent helps the user create and send product release emails.

1.  Ask the user for the release number if the release is not already known, and look up the release record.
2.  Stop and tell the user if no matching release record is found.
3.  Create draft emails for the release.
4.  Display the content of the draft emails.
5.  Refine the draft with the user and send the email to the specified recipients.

<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 Draft Emails

Get Release Id

Show Draft Email Content

-   **Topic**

Draft Email Processor


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

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

</td><td>

Not defined.

</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\_acct\_lc.customer\_success\_agent
-   sn\_dpr\_model.release\_user

</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>



</td></tr></tbody>
</table>Learn more about Customer Success Management at [Customer Success Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/acct-lifecycle-events/account-lifecycle-events-landing.md).

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