---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Activate email interaction summarization

# Activate email interaction summarization for CSM {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## 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 ServiceNow Otto for CSM license must be active on your instance.

Role required: sn_nowassist_admin.nsa_admin

## About this task

The Email Interaction Summarization skill generates summaries of email threads, helping agents quickly understand the context of a customer interaction without reading the full
conversation history. Summaries are generated on demand when an agent selects the summarize option on an email interaction.{#activate-email-summarization-csm__activate-email-summarization-csm-context-1}  
Note:  
AI-generated summaries may not capture all nuances of the email conversation. Agents must review summaries for accuracy before acting on them.

## Procedure

1. Navigate to AdminNow Assist AdminNow Assist Skills.
2. Select CustomerCSM.
3. On the Now Assist for CSM skills for page, locate the Email Interaction Summarization 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 Email Interaction Summarization skill is active. Agents can select the summarize option on an email interaction to generate an on-demand summary of the email thread.{#activate-email-summarization-csm__activate-email-summarization-csm-result-1}

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