---
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


---

# Customize the email interaction experience

# Customize the email interaction experience {#ariaid-title1}

Release version: Australia  
Updated June 25, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Customize the Email Interaction record page in UI Builder for agents.

## Before you begin

Role required: admin

## About this task

For more information on UI Builder, see [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=australia&pubname=australia-application-development&ft:locale=en-US).

## Procedure

1. Navigate to AllNow Experience FrameworkUI Builder.
2. On the UI Builder page, select Experiences tab.
3. On the Experiences page, search and select CSM/FSM Configurable Workspace.
4. Navigate to Pages and variantsRecordEmail Interaction Page.
5. Select the Open menu icon.
6. Select Duplicate variant.  
   For more information, see [Create a page variant](https://www.servicenow.com/docs/access?context=create-variant&version=australia&pubname=australia-application-development&ft:locale=en-US).
7. On the Tell us about your variant screen, enter <kbd class="ph userinput">Custom Email Interaction Page</kbd> in the Name field.  
   Note:  
   Don't change the Conditions field.
8. Select Create.  
   The Page variant opens.
9. Select the Settings tab.
10. Enter a lower value in the Order field.  
    For example, -1100.
11. Select Save.
{#customize-email-interaction-experience__steps_vmz_r13_12c}

## Result

You can customize the page in the UI builder.

*[\>]: and then