{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":24457,"path":"intelligent-experiences/sfa-lead-outreach-ai-agent.md","title":"Lead outreach AI agent","bundle":null,"doc_type":null,"release":"australia","body":"\n# Lead outreach AI agent\n\nThis AI agent sends outreach and follow-up emails to new leads on behalf of sales agents. It selects the email template based on how many emails the lead has already received, and disqualifies the lead when three emails go unanswered.\n\n## Workflow\n\nThe agent helps sales agents engage new leads by sending outreach and follow-up emails without asking for confirmation at each step.\n\n1.  Fetch the lead details and the emails already sent to the lead.\n2.  If the lead has received two or fewer emails, select the next email template in sequence, starting with the outreach email and followed by each follow-up email.\n3.  Personalize the email with the lead's name and the lead owner's name, and include any previously sent emails in chronological order.\n4.  Send the email to the lead.\n5.  Create a follow-up event for the next email.\n6.  Update the lead stage to Contacted if it isn't already set.\n7.  If the lead has received more than two emails without responding, work with other AI agents to disqualify the lead.\n\n<table><thead><tr><th>\n\nField\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td>\n\nAllow third party to access this AI agent\n\n</td><td>\n\nWhen 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.\n\n</td></tr><tr><td>\n\nAllow AI specialists to access this AI agent\n\n</td><td>\n\nWhen 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.\n\n</td></tr><tr><td>\n\nManage long-term memory\n\n</td><td>\n\nWhen 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).\n\n</td></tr><tr><td>\n\nTools\n\n</td><td>\n\n-   **Record operations**\n\nFetch email templates\n\nFetch sent emails to lead\n\n-   **Scripts**\n\nCreate follow up event for next email\n\nFetch lead details\n\nUpdate the lead stage\n\n-   **Subflows**\n\nSend an email to lead\n\n\n</td></tr><tr><td>\n\nAllowed user roles The specific user roles that can access this AI agent.\n\n</td><td>\n\nsn\\_sales\\_common.sales\\_agent\n\n</td></tr><tr><td>\n\nData access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.\n\n</td><td>\n\nNot defined.\n\n</td></tr><tr><td>\n\nTriggers\n\n</td><td>\n\nOptional. 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).\n\n</td></tr><tr><td>\n\nChannels\n\n</td><td>\n\nEnable the AI agent for the ServiceNow Otto panel.\n\n</td></tr><tr><td>\n\nUsed in agentic workflows\n\n</td><td>\n\n[Help nurture new leads](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/order-management/help-nurture-new-leads-agentic-workflow.md)\n\n</td></tr></tbody>\n</table>Learn more about Lead Management at [Lead Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/order-management/lead-management.md).\n\n**Parent Topic:**[Sales Automation AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/sales-automation-ai-agents-overview.md)\n\n"}}