--- 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 --- # Email interaction sections # Email interaction sections {#ariaid-title1} Release version: Australia Updated May 11, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Email Interaction Sections The Email Interaction sections in ServiceNow enable agents to efficiently manage and update contact, interaction, and activity details within customer email interactions. This functionality supports seamless communication, verification, and documentation processes, improving resolution times and customer service quality. Show full answer Show less ## Contact and Interaction Management * **Contact Form:** Capture essential contact information such as name, phone numbers, email address, and location details, linked to the associated customer account. * **Contact Lookup:** Search and select contacts by name, phone, or email with immediate matching results. Agents can also create new guest user contacts when necessary. * **Interaction Form:** Records details about the email interaction including interaction number, type, customer account, contact, consumer details, verification status, current state, assigned agent, description, and work notes. ## Communication and Activity Stream * **Compose and Activity Stream:** Allows agents to compose and send emails directly within the interaction record, add internal work notes visible only to agents, and view email conversation history. * Filters help agents quickly navigate emails, work notes, and field changes for efficient interaction management. * The first agent email response is tracked to calculate first response time metrics. * AI-generated summaries provide concise overviews of the email interaction, which agents can refresh, copy, or provide feedback on---though summaries should be verified for accuracy. ## Contextual Side Panel Applications * **Attachments:** Access files related to the interaction. * **Recommended Actions:** Offers context-sensitive next steps to guide agents. * **Consumer and Contact Verify:** Tools for confirming identities and details of consumers and contacts. * **Response Template:** Provides templates to streamline email and work note composition. * **Related Lists:** Displays linked emails, tasks, knowledge articles, and open cases to provide comprehensive context. * **Customer History:** Enables searching and filtering of past customer interactions and history to inform current engagement. ## AI Summary Card Controls * **Summarize:** Generates an AI-driven summary of the interaction including issue, key actions, and next steps. * Controls allow expansion/collapse of summaries, copying content, providing feedback on summary quality, refreshing the summary, and viewing disclaimers about AI accuracy. * Access to AI summarization features depends on entitlement checks. ## User Interface Actions * **Create Case:** Quickly create a case based on the current email interaction. * **Close:** Close the interaction when resolved. * **Save:** Save any updates made to the interaction details. * **Associate Record:** Link existing cases to the interaction for comprehensive tracking. * **Assign to Me:** Enables agents to assign new, unassigned interactions to themselves for prompt handling. * **Summarize:** Trigger AI summarization on demand, subject to entitlement. ## Practical Benefits for ServiceNow Customers These email interaction features empower agents to manage customer communications effectively within ServiceNow, ensuring accurate contact information, streamlined email handling, and enriched context from related records. AI summarization and recommended actions enhance agent productivity, while verification tools and detailed history provide confidence in customer engagement. Overall, this functionality supports faster issue resolution and improved customer satisfaction. Use the sections on the email interaction page to view and update contact, interaction, and activity details. {#email-interaction-page__table_kwh_1l5_s2c__entry__2} | Field | Description | |-|-| | Name | Name of the customer contact. | | Mobile phone | Mobile phone number of the customer contact. | | Business phone | Business phone number of the customer contact. | | Email | Email address of the customer contact. | | Street | Name of the street. | | City | Name of the city. | | State/Province | Name of the state or province. | | Account | Account with which the customer contact is associated. | [Table 1. Contact form] {#email-interaction-page__table_kwh_1l5_s2c} {#email-interaction-page__table_x14_hpm_q2c__entry__2} | Field | Description | |-|-| | Lookup by name, phone, or email | Component for looking up a contact by name, phone number, or email address: * Search for a contact by name, phone number, or email address. Matching results appear in record cards as characters are entered in the search box. * Select a contact by selecting the matching record card. The record card replaces the lookup component. {#email-interaction-page__ul_on5_jpm_q2c} You can also create a record to add a guest user as a contact. For more information, see [Create a customer contact](https://www.servicenow.com/docs/4pyx2gfh__1itNjPCnoGCQ "Use the Contact card on the email interaction page to create a customer contact and add the customer contact into the interaction record."). | [Table 2. Contact lookup] {#email-interaction-page__table_x14_hpm_q2c} {#email-interaction-page__table_v4m_3f1_ycc__entry__2} | Field | Description | |-|-| | Number | Automatically created interaction number. | | Type | Type of customer interaction, which is Email. | | Account | Name of the customer contact's company. This field is filled in automatically if the information is available in the contact record. | | Contact | Name of the customer contact. | | Consumer | Name of the consumer. | | Guest Email | Email address of the guest user. | | Verified | Option to mark the record as verified or validated. | | State | Current state of the interaction. For more information, see [Interaction states](https://www.servicenow.com/docs/access?context=interaction-states&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). | | Assigned to | Name of the assigned user. | | Consumer Profile | Information about the consumer. | | Requester Organization | Organization requesting the omnichannel interactions. | | Short description | Brief description of the customer issue. | | Work notes | Information about the interaction and the work being done to resolve the customer issue. | [Table 3. Interaction form] {#email-interaction-page__table_v4m_3f1_ycc} {#email-interaction-page__table_sft_2z5_zdc__entry__2} | Application | Description | |-|-| | Work notes | Internal notes documented for the agent's reference. These notes are visible only to agents and not to customer. When a work note is created, it appears in the Activity stream. For more information on work notes, see [Compose a work note for internal use](https://www.servicenow.com/docs/134oOb6nxf40rCpThJkBMw#compose-work-note-internal-use "Compose a work note to document important information for internal reference. The information should be clear, concise, and relevant. This work note isn’t shared with customers."). | | Email | Compose and send emails without leaving the record. For more information, see [Compose an email response](https://www.servicenow.com/docs/134oOb6nxf40rCpThJkBMw#compose-email-response "Use the compose section to draft an email response to customers, addressing their inquiry or providing the necessary information."). Note: The first email response that the agent sends is used to calculate the first response time duration, which is then populated in the First response wait time field. | | Filters | Filters for emails, work notes, and field changes on the interaction. | | Activity | View of email conversations between the agent and the customer. For more information, see [Using the activity stream in an email interaction](https://www.servicenow.com/docs/QdgsuiqDtiDYB7aBNI00zw "View an email conversation between an agent and a customer in the activity stream of the email interaction. The activity stream enables agents to communicate with customers and make internal notes about the work done on an interaction. The activity stream updates when an email is sent or received, or when a work note is posted."). | | Summarize this interaction | Displays the AI-generated summary of the email interaction. Agents can refresh the summary, copy it, or provide feedback. Note: AI-generated summaries may be inaccurate. Review the summary before using it. Check your entitlements to determine whether you have access to this feature. | [Table 4. Compose and Activity stream] {#email-interaction-page__table_sft_2z5_zdc} {#email-interaction-page__table_lhx_qz5_zdc__entry__2} | Application | Description | |-|-| | Attachments | Displays files and documents associated with the current record or interaction. | | Recommended Actions | Displays the most relevant next steps based on the current context. For more information, see [Using the Recommended Actions application](https://www.servicenow.com/docs/OJcvQDk5dK3Nuys7zmfg~g "Through the Recommended Actions application, use the recommended actions of type guidance and guided decision tree in your workspace to resolve cases quickly. Use the field recommendation to get recommendations on the field values. Use the AI search option to search the relevant resources from various sources."). | | Consumer Verify | Confirms the identity or details of the consumer involved in the interaction. For more information, see [Lookup and verify](https://www.servicenow.com/docs/t7Oh_MncWzCQKi43V2dA~Q "The lookup and verify feature enables customer service agents to quickly look up contacts or consumers using information such as the name, phone number, or record number."). | | Contact Verify | Confirms the identity or details of the contact involved in the interaction. For more information, see [Lookup and verify](https://www.servicenow.com/docs/t7Oh_MncWzCQKi43V2dA~Q "The lookup and verify feature enables customer service agents to quickly look up contacts or consumers using information such as the name, phone number, or record number."). | | Response Template | Displays the response template required to respond to the customer. For more information, see [Compose emails and work notes using response templates](https://www.servicenow.com/docs/134oOb6nxf40rCpThJkBMw#use-a-response-template-to-compose-the-email "Use response templates to access predefined messages and compose emails. Agents can copy content from a template and add it to an email to save time."). | | Related Lists | Displays associated items such as emails, tasks, knowledge articles, and open cases linked to the current interaction. * Related Email Interactions: Lists the email interactions linked to the current interaction. * Emails: Displays all the emails associated with the interaction. * Draft Emails: Find emails that are currently being drafted and not yet sent. * Related Tasks: Lists all cases created out of an interaction. * Related Knowledge Articles: Displays relevant knowledge articles that can provide further information related to the interaction. * Open Cases: Shows any open cases that are related to the consumer or contact. {#email-interaction-page__ul_f1s_s1v_zdc} | | Customer History | Displays customer, consumer, or account history information, depending on the customer information provided on the interaction record. This tab includes a search field, filter, and date range selector that agents can use to find specific information in the history. For more information on the customer history, see [Customer History component features](https://www.servicenow.com/docs/XnVPwTWlzS7QjnupAzFPag "Customer service agents can use several features in the Customer History component to view customer, consumer, or account history information."). | [Table 5. Apps on contextual side panel] {#email-interaction-page__table_lhx_qz5_zdc} {#email-interaction-page__table_overview_zdc__entry__2} | Control | Description | |-|-| | Summarize | Generates an AI summary of the email interaction using ServiceNow Otto. The summary appears in the Interaction Summary card and may include Issue, Key Actions Taken, and Next Steps depending on the email content. Note: AI-generated summaries may be inaccurate. Review the summary before using it. Check your entitlements to determine whether you have access to this feature. For more information, see [AI summarization of email interactions](https://www.servicenow.com/docs/JBu5TFnYhSv8O68FCcjV_g "Email Interaction uses AI to generate summaries of email threads, reducing the time agents spend reading full conversation histories. Summaries can be generated on demand.") and [Summarize an email interaction](https://www.servicenow.com/docs/QUlnLkmv1K869buG2Bbovg "Use ServiceNow Otto to generate an AI summary of an email interaction. Agents get a concise overview of customer issues, conversation context, and action items."). | | View less or View more | Collapses or expands the AI summary card. | | Copy icon | Copies the summary content to the clipboard. | | Helpful or Not helpful icons | Submits feedback on the quality of the AI-generated summary. | | Refresh icon | Regenerates the summary when email interaction data has changed since the original summary was created. | | Information icon | Displays the AI disclaimer: AI summarized this using the record details. Check it for accuracy. | [Table 6. AI summary card controls] {#email-interaction-page__table_overview_zdc} {#email-interaction-page__table_kqr_qbv_zdc__entry__2} | Application | Description | |-|-| | Create Case | Creates a case from the interaction. | | Close | Closes the email interaction. | | Save | Saves the updates made in the email interaction. | | Associate Record | Associates existing cases with the current interaction. | | Assign to me | Assigns the interaction to the current agent. Note: Assign to me is visible only in interactions in the New state and when the Assigned to field is empty. | | Summarize | Generates an AI summary of the email interaction on demand. Check your entitlements to determine whether you have access to this feature. For more information, see [AI summarization of email interactions](https://www.servicenow.com/docs/JBu5TFnYhSv8O68FCcjV_g "Email Interaction uses AI to generate summaries of email threads, reducing the time agents spend reading full conversation histories. Summaries can be generated on demand."). | [Table 7. UI Actions] {#email-interaction-page__table_kqr_qbv_zdc} **Related concepts** * [Using email interaction page](https://www.servicenow.com/docs/amP9pY49yT0AfTCov_5a0g "The email interaction page enables agents to view incoming and outgoing emails, attachments, work notes, and other related information in one location. Agents can review and respond to emails and resolve customer inquiries.") * [AI summarization of email interactions](https://www.servicenow.com/docs/JBu5TFnYhSv8O68FCcjV_g "Email Interaction uses AI to generate summaries of email threads, reducing the time agents spend reading full conversation histories. Summaries can be generated on demand.")