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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# AI features for email interactions

# AI features for email interactions {#ariaid-title1}

Release version: Australia  
Updated September 30, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use AI to summarize email threads and to link emails received on closed interactions to open cases.

Two Now Assist skills support email interactions. Email Interaction Summarization generates on-demand summaries of email threads, so agents spend less time reading full conversation histories. Contextual Email Matching analyzes emails
received on closed interactions and recommends the open case to link them to.

Both skills are inactive by default. Check your entitlements to confirm you have access before you activate them.