---
sourceDocument: Australia Governance, Risk, and Compliance
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/governance-risk-compliance

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Governance, Risk, and Compliance

ft:clusterId :

    - grc

bundleId :

    - grc

workflow :

    - Technology


---

# Configure email for collaboration threads

# Configure email for collaboration threads {#ariaid-title1}

Release version: Australia  
Updated August 11, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure an email account and enable the outbound and inbound email properties so that crisis managers can send and receive email from collaboration threads.

## Before you begin

Role required: admin

## About this task

Sending and receiving email from a collaboration thread requires at least one active email account and the system properties that enable outbound and inbound email processing. Configure these before crisis managers compose or receive email from a collaboration thread.

## Procedure

1. Navigate to System MailboxesAdministrationEmail Accounts.  
2. Confirm that at least one active SMTP account is available for sending email and at least one active POP3 or IMAP account is available for receiving email.  
   The example shows the default ServiceNow SMTP and ServiceNow POP3 accounts with the Active column set to true.
3. Navigate to System PropertiesEmail Properties.  
   For more information on the Email Properties configurations in the ServiceNow AI Platform, see [Email properties](https://www.servicenow.com/docs/access?context=c_EmailProperties&version=australia&pubname=australia-platform-administration&ft:locale=en-US).  
4. In Outbound Email Configuration, select Yes for Email sending enabled.  
5. In Inbound Email Configuration, select Yes for Email receiving enabled.
6. Select Save.  
   Crisis managers can send and receive email from collaboration threads on crisis events.
7. Confirm that both email properties remain enabled.  
   Note:  
   By default, sending and receiving email is turned off on a new instance. If Email sending enabled is set to No, emails composed from collaboration threads stay in Send Ready status and never move to Sent. If either property is inactive, the compose and reply or forward email options are hidden from the collaboration thread UI rather than shown as unavailable.
**Related concepts**   

* [Creating collaborations in exercises and crisis events](https://www.servicenow.com/docs/vKcnUF7Z1bDa1eho~hPbeg "Starting with BCM core release 12.x.x, crisis managers can create collaboration threads on crisis events to coordinate responses with recovery teams and send email updates.")  
**Related tasks**   

* [Create a collaboration thread in a crisis event](https://www.servicenow.com/docs/XfH65tn3_Q~jURhGmcm8uw "Create a collaboration thread on a crisis event and send an email to its recovery teams to coordinate a response.")

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