System properties for configuring Email Interaction

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • You can manage certain workflows based on the system properties, such as enabling or disabling the creation of email interactions for guest users. You can set an inactivity period after which email interactions are automatically closed.

    Navigate to All>System Properties>All Properties .

    Alternatively, in your instance, enter sys_properties.list in the filter navigator and customize the Email Interaction system properties.

    Table 1. System Properties for Email Interaction
    Property Description
    sn_eaai_csm.create_interaction_for_non_matched_user Enable or disable interaction creation for a non-matched user.
    • Type: Boolean (true | false)
    • Default value: true
    • Location: All> System Properties> All Properties.
    sn_eaai_csm.period_of_customer_inactivity_to_close_interaction Set the inactivity period (in days) after which an interaction is closed if no email is received from the customer.
    • Type: Integer
    • Default value: 5
    • Location: All> System Properties> All Properties.
    sn_eaai_csm.email_addresses Specify the default email address for creating email interactions. This can contain a comma-separated list of email addresses. Emails sent to any of these addresses generate email interactions.
    • Type: String
    • Default value: customerservice@example.com
      Note:
      customerservice@example.com is a sample email address.
    • Location: All> System Properties> All Properties.
    period_for_reminders_to_customers_interaction Specify the number of days after which an automatic email reminder is sent to customers. This value determines how long the system waits after receiving the last email response from the customer before sending a reminder. Reminders are sent only on interactions that are on hold.
    Note:
    The value must be positive integer. If the value is set to 0 or a negative number, the system defaults to 2 days.
    • Type: Integer
    • Default value: 2
    • Location: All> System Properties> All Properties.
    sn_eaai_csm.email.reroute.enabled Enable or disable the rerouting of interactions that are currently on hold.
    • Type: Boolean (true | false)
    • Default value: false
    • Location: All> System Properties> All Properties.