---
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


---

# Configure notifications and reminders for email interactions

# Configure notifications and reminders 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  
Control the notifications that tell agents when customers reply and the emails that keep customers informed.

You decide what agents and customers are notified about for email interactions, including customer reply alerts and the interaction-created email. Reminders prompt customers to respond to On Hold interactions.

Reminder timing and rerouting of On Hold interactions depend on system properties. For details, see [System properties for configuring Email Interaction](https://www.servicenow.com/docs/Ub9hSeMGizbfyL~dWptuBw "You can configure system properties to manage Email Interaction workflows, such as interaction creation, closure, rerouting, and reminder or notification settings.").