Activate contextual email matching for CSM

Activate the Contextual Email Matching skill in Now Assist Skill Kit to link emails received on closed interactions by analyzing open cases linked to the closed interaction, enabling downstream flows to associate interactions with cases.

Before you begin

Confirm the following prerequisites are met before you begin:

• The Email Interaction for CSM plugin must be installed and active on your instance.
• A Now Assist for CSM license must be active on your instance.

Role required: sn_nowassist_admin.nsa_admin

About this task

The Contextual Email Matching skill analyzes emails on closed interactions and identifies the most relevant open case based on the content and context of the email. The skill provides a recommended case match that downstream flows can use to associate the interaction with the correct case.

Procedure

1. Navigate to Admin > Now Assist Admin > Now Assist Skills.
2. Select Customer > CSM.
   Note:

   Default skills cannot be edited. To modify the prompt or skill configuration, duplicate the skill, make your changes, and then publish the duplicated skill.
3. Locate the Contextual Email Matching skill and select it to open the skill details.
4. Select Activate skill.
   Note:

   By default, the skill is inactive.
5. Complete the guided setup.
6. In Review and activate, review your configuration.
7. Select Activate.

Result

The Contextual Email Matching skill is active. When an email on a closed interaction is received, the skill analyzes closed email interactions and returns a recommended case match that downstream flows can use to link the new email to the correct open case.