---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Email channel

# Configuring the email channel {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

You can configure an email channel to either create interactions or cases from incoming emails. Email Interaction creates interactions from emails. Email to Case automatically creates cases from emails. The setup process involves configuring email properties, defining flows, and setting up
notifications.

[Email Interaction](https://www.servicenow.com/docs/THbxtyNLcrZbwKO3DiFNTA "Like chat and phone channels, Email Interaction enables agents to manage email conversations with customers using interaction records. Agents can create cases when further investigation is needed. This approach reduces unnecessary cases and provides a consistent design for omnichannel interactions.")

:   Email Interaction creates an interaction from customer email. It associates the email conversation between agent and the customer with the interaction record. If the customer request requires
    investigation and resolution, a case is created. Subsequently, email communication is tracked through the case record.

[Email to case](https://www.servicenow.com/docs/Rck5NPaYeJBjVU_9TF5Kfw "Set up email addresses that customers can use to submit cases to your team. To help direct cases to specific teams, you can designate email addresses to specific products. While agents work on the cases, they can also email customers with updates and proposed solutions.")

:   Email to Case creates cases from incoming customer emails to streamline issue tracking and resolution.