---
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


---

# Summarize email interaction

# Summarize an email interaction {#ariaid-title1}

Release version: Australia  
Updated May 11, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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.

## Before you begin

Verify that ServiceNow Otto for Customer Service Management is installed and the AI summarization skill is activated. For activation steps, see [Activate email interaction summarization for CSM](https://www.servicenow.com/docs/MnxcBH3aPcELZ8LTbZzFSw "Activate the Email Interaction Summarization skill in AI Skill Kit to generate AI-powered summaries of email interactions for CSM agents, reducing the time spent reviewing full email conversation histories.").

Role required: sn_customerservice_agent

## About this task

Email interactions can contain lengthy conversation threads with multiple participants and complex customer issues. The AI summarization feature analyzes email content and generates
structured summaries that highlight key information and action items, helping agents quickly understand the interaction context.{#summarize-email-interaction-eaai__summarize-email-interaction-eaai-context-1}  
Note:  
AI-generated summaries may not capture all nuances of human communication. Agents must review summaries for accuracy.

## Interaction states and summary display {#summarize-email-interaction-eaai__section_o44_rxp_fjc}

The Summarize this interaction section displays differently depending on the interaction state:

New
:   The Summarize this interaction section appears with a Summarize button. No summary has been generated . Select Summarize to generate the summary.

Work in Progress
:   If a summary has already been generated, the Interaction Summary card displays automatically, showing components such as Issue, Key Actions Taken, and Next Steps. Select the refresh icon to regenerate the summary if the email
    thread has changed.

Closed or Closed Complete
:   The Interaction Summary card displays the last generated summary. The Check AI-generated content for accuracy message appears below the summary with thumbs-up and thumbs-down feedback controls.

## Procedure

1. Navigate to Customer ServiceEmail InteractionsAll.
2. Open the email interaction record that you want to summarize.
3. Select Summarize.  
   The AI-generated summary appears, displaying key conversation points, customer issues, and action items.
4. **Optional:** Review the summary and complete any of the following actions.  
   * **View AI disclaimer information:** Select the information icon next to Email interaction summarized by ServiceNow Otto to view the disclaimer.
   * **Expand or collapse the summary:** Select View less to partially collapse the summary or View more to expand it.
   * **Copy the summary:** Select the copy icon to copy the summary content to your clipboard.
   * **Provide feedback:** Select the helpful icon for positive feedback or the not helpful icon if the summary was not useful.
   * **Regenerate the summary:** Select the refresh icon to regenerate the summary if email interaction data has changed since the original summary was created.
   {#summarize-email-interaction-eaai__ul_summary_actions}

## Result

The AI summary provides a structured overview of the email interaction, including customer issues, key conversation points, action items, and resolution status. This helps agents respond more efficiently.

## What to do next

The summary reflects interaction data at the time of generation. As the email interaction progresses with new messages or updates, regenerate the summary to capture the latest information.

*[\>]: and then