---
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


---

# System properties for configuring Email Interaction

# System properties for configuring Email Interaction {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of System properties for configuring Email Interaction

This guide explains how ServiceNow customers can configure system properties to manage Email Interaction workflows effectively.
These settings control key aspects such as creation, closure, rerouting, reminders, and notifications related to email interactions within the Customer Service Management environment.
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## Key Features

* **Interaction Creation Control:** Enable or disable creation of interactions for emails from non-matched users using `sneaaicsm.createinteractionfornonmatcheduser`.
* **Automatic Interaction Closure:** Define inactivity periods (in days) after which interactions close if no customer email is received via `sneaaicsm.periodofcustomerinactivitytocloseinteraction`.
* **Email Address Configuration:** Set default email addresses that trigger email interaction creation, supporting multiple addresses separated by commas with `sneaaicsm.emailaddresses`.
* **Customer Reminder Settings:** Configure when automatic email reminders are sent to customers on hold interactions, specifying days after last customer response through `periodforreminderstocustomersinteraction` and hours after agent-initiated outbound emails using `sneaaicsm.periodforreminderstocustomersinteraction`.
* **Outbound Interaction Management:** Control whether new outbound interactions are created per agent or consolidated into a single interaction using `sneaaicore.createoutboundinteractionperagent.targettables`.
* **Email Interaction Rerouting:** Enable rerouting of on-hold email interactions to available agents if the assigned agent is unavailable, or update interaction state without rerouting using `sneaaicsm.email.reroute.enabled`.
* **Agent Notifications:** Configure whether agents receive notifications when customer email replies link to their open cases using `sneaaicsm.notifyagentonemaillinkedtocase`.
* **Agent-Initiated Emails:** Enable or disable agents' ability to initiate emails for consumers and contacts via `sneaaicsm.enableagentinitiatedemail`.

## Practical Application

By customizing these system properties through the **System Properties \> All Properties** menu or by entering `sysproperties.list` in the filter navigator, ServiceNow customers can tailor how email interactions function within their instances. This customization helps optimize customer communication workflows, ensures prompt follow-ups, balances agent workload, and maintains clear visibility through notifications.

Understanding and configuring these settings lets customers automate interaction management, improve response efficiency, and enhance the overall customer service experience.  
You can configure system properties to manage Email Interaction workflows, such as interaction creation, closure, rerouting, and reminder or notification
settings.
Navigate to All\>System Properties\>All Properties.

Alternatively, in your instance, enter <kbd class="ph userinput">sys_properties.list</kbd> in the filter navigator and customize the Email Interaction system properties.
{#system-properties-for-configuring-email-as-an-interaction__table_qbv_3d4_pwb__entry__2}

| Property | Description |
|-|-|
| sn_eaai_csm.create_interaction_for_non_matched_user | Enable or disable interaction creation for a non-matched user. * Type: Boolean (true \| false) * Default value: true * Location: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_thy_m44_pwb} |
| sn_eaai_csm.period_of_customer_inactivity_to_close_interaction | Set the inactivity period (in days) after which an interaction is closed if no email is received from the customer. * Type: Integer * Default value: 5 * Location: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_zj2_fp4_pwb} |
| sn_eaai_csm.email_addresses | Specify the default email address for creating email interactions. This can contain a comma-separated list of email addresses. Emails sent to any of these addresses generate email interactions. * Type: String * Default value: customerservice@example.com Note: customerservice@example.com is a sample email address. * Location: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_gfg_v44_vfc} |
| period_for_reminders_to_customers_interaction | Specify the number of days after which an automatic email reminder is sent to customers. This value determines how long the system waits after receiving the last email response from the customer before sending a reminder. Reminders are sent only on interactions that are on hold. Note: The value must be a positive integer. If the value is set to zero or a negative number, the system defaults to 2 days. * Type: Integer * Default value: 2 * Location: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_q1l_njl_dhc} |
| sn_eaai_core.create_outbound_interaction_per_agent.target_tables | Specify a comma-separated list of target tables for which a new outbound interaction is created when different agents initiate outbound email drafts for the same customer. When a table is listed, a new outbound interaction is created for each outbound email initiated by different agents for the same customer. When a table isn't listed, all agent drafts are consolidated into a single WIP interaction with ownership assigned to the first sending agent. * Type: String * Default value: (empty) * Location: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_qdw_wfm_33c} |
| sn_eaai_csm.email.reroute.enabled | Enable rerouting of On Hold email interactions to available agents when the assigned agent isn't available to handle a customer response. When set to false, the interaction state is updated to Work in Progress without rerouting. * Type: Boolean (true \| false) * Default value: false * Location: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_ymk_j2m_33c} |
| sn_eaai_csm.period_for_reminders_to_customers_interaction | Specify the time period (in hours) after which a reminder email is sent to customers who haven't responded to an outbound interaction. The minimum value is 1 hour. The scheduled job for sending reminders runs every 24 hours. Only outbound interactions with at least one agent-initiated email are considered. * Type: Integer * Default value: (configurable) * Location: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_nvb_bgm_33c} |
| sn_eaai_csm.notify_agent_on_email_linked_to_case | Enable or disable agent notifications when a customer email reply is linked to their open case. When set to true, the assigned agent receives a notification. When set to false, no notification is sent. * Type: Boolean (true \| false) * Default value: true * Location: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_pxc_bgm_33c} |
| sn_eaai_csm.enable_agent_initiated_email | Enables or disables agent initiated emails for consumer and contact. * Type: Boolean (true \| false) * Default value: true * Location: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_u3f_n42_dkc} |
[Table 1. System properties for Email Interaction]

{#system-properties-for-configuring-email-as-an-interaction__table_qbv_3d4_pwb}
**Related topics**   

* [Display the most recent reply in the Activity stream](https://www.servicenow.com/docs/access?context=configure-last-viewed-timestamps-activity-stream&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US)

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