---
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


---

# Configure Email

# Configure Email channel {#ariaid-title1}

Release version: Brazil  
Updated October 8, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
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![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Configure Email channel

This guide explains how to configure the Email Interaction channel in ServiceNow Customer Service Management (CSM) to streamline incoming customer emails.
The Email channel setup enables emails to create traceable interactions that are properly routed to the correct agent groups and linked to open cases, preventing duplicate work and lost emails.
This improves email handling efficiency, reduces case volume, and enhances tracking of customer communications.
Show full answer Show less  

## Common Configuration Steps

Every communication channel, including Email, requires foundational setup steps:

* **Create Service Channel:** Automatically created during plugin installation; serves as a container for routing customer interactions.
* **Create Queue:** Queues under each service channel hold interactions awaiting agent assignment; configurable with names, descriptions, and schedules.
* **Configure Advanced Work Assignment (AWA) Routing:** Establish assignment rules (e.g., Most Capacity, Least Busy) and link assignment groups with appropriate agent roles to queues.
* **Set Agent Presence State:** Add the channel to agents' Available presence state to ensure they receive interactions.
* **Activate Channel in Workspace:** Ensure the Email channel is visible in CRM Workspace for agents to manage interactions.
* **Configure Wrap-up Codes:** Create and assign interaction categorization codes to support reporting and analytics.

## Email-Specific Configuration Steps

* **Install Email Interaction Plugin:** Install the *Email Interaction for CSM* plugin, which includes demo data and a preconfigured Email service channel. New customers get automatic flow activation; existing customers must activate flows manually.
* **Activate Email Flows:** Manually enable three key flows in Workflow Studio:
  * Create Interaction from Email
  * Update Interaction from Email
  * Update Case via Reply for Email Interaction (EaaI)
  Set filters to trigger only on your support email address to ensure proper email processing.
* **Set System Properties:** Configure essential system properties such as support email addresses, inactivity auto-close duration, rerouting behavior if agents are unavailable, and agent notification preferences for linked replies.
* **Enable AI Assistance (Optional):** If entitled, activate Now Assist skills for Email Interaction Summarization and Contextual Email Matching to auto-generate email summaries and match emails to open cases, reducing handling time.
* **Configure Wrap-up Codes for Email:** Create and activate wrap-up codes specific to email interactions to categorize and report on interaction outcomes effectively.

## Key Outcomes

* Incoming customer emails generate traceable interactions rather than cases, preserving context and linking replies to existing open cases.
* Agents efficiently manage email workload with AI-powered summaries and contextual matching, reducing handling time and preventing duplicate cases.
* Improved routing and presence configuration ensures emails reach the right agents promptly.
* Wrap-up codes enable detailed categorization and reporting of email interactions, supporting service performance analysis.  
Configure Email Interaction so incoming customer emails create traceable interactions, route to the right agent group, and stay linked to open cases.
Here's an example of a customer service journey consolidating Email support with omnichannel.{#c_CustomerServiceEmailCommunication__configure-whatsapp-channel-para-1}

Sophia is a support operations manager at a healthcare software company. Her team was overwhelmed with email volume, managing interactions across email clients, case systems, and chat
systems. Case records often had missing or incomplete email history, replies to closed cases created duplicate work, and handling time was hard to predict.{#c_CustomerServiceEmailCommunication__configure-email-channel-para-2}

After setting up Email Interaction for CSM, the system creates an interaction (not a case) for new emails. Watermarks thread customer replies to the open interaction. If an agent closes the interaction, replies route to
the original linked case instead of creating a new case or interaction.{#c_CustomerServiceEmailCommunication__configure-email-channel-para-3}

Sophia's team reduced case volume and eliminated lost emails through reply linking. AI-powered summaries and contextual matching reduced average email handling time.{#c_CustomerServiceEmailCommunication__configure-email-channel-para-4}

The following diagram shows the Email configuration workflow for administrators, agents, and customers.
Figure 1. Email configuration workflow

## Common configuration steps (required for email) {#c_CustomerServiceEmailCommunication__configure-email-channel-common-config}

Every channel (chat, email, WhatsApp) requires the following foundational setup.{#c_CustomerServiceEmailCommunication__configure-email-channel-para-6}
{#c_CustomerServiceEmailCommunication__configure-email-channel-table-1__entry__4}

|   | Configuration step | Description | Role |
|-|-|-|-|
| 1 | [Create service channel](https://www.servicenow.com/docs/VuhDMp57Fw7oOQiwWXIQ7A "Set up an Advanced Work Assignment (AWA) service channel that you can use to assign case tasks to available users.") | Service channel is created automatically during plugin installation for each channel (chat, email, WhatsApp). This is the container that routes customer interactions. | System (automatic) |
| 2 | [Create a queue](https://www.servicenow.com/docs/access?context=awa-create-queue&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) | Create a queue under each service channel in Omnichannel \> Administration \> Queues. The queue holds interactions waiting for an available agent. Each queue has a name, description, and optional schedule for availability windows. | CSM Admin |
| 3 | [Configure AWA routing](https://www.servicenow.com/docs/access?context=awa-create-assignment-rule&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) | Create an assignment rule in Advanced Work Assignment that determines how interactions are routed to agents. Examples: Most Capacity (assigns to agent with most free time), Least Busy, Round Robin. Create an assignment group with agents who have the required roles (sn_customerservice_agent, sn_customerservice.consumer_agent, awa_agent). Link the rules and group to the queue. | CSM Admin |
| 4 | [Set agent presence state](https://www.servicenow.com/docs/access?context=agent-experience&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) | Add the channel to the Available presence state, so agents are eligible to receive interactions from that channel. Without this step, the queue has no target agents. | CSM Admin |
| 5 | [Activate channel in workspace](https://www.servicenow.com/docs/xraqGshBKip2MWYsYkPq5g "Set up and configure CRM Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues.") | Verify the channel appears in the CRM Workspace. Agents must see the channel in their workspace interface to receive and manage interactions. | CSM Admin |
| 6 | [Configure wrap-up codes](https://www.servicenow.com/docs/rM2qy4pHraiKeoXhLLpcgQ "Associate wrap-up codes with the email interaction wrap-up configuration so that agents can select them when closing an interaction.") | Navigate to Interaction \> Wrap Up Codes to create categorization codes for interactions. Then navigate to Interaction \> Wrap-up configuration to assign these codes so agents can categorize interactions for reporting. | CSM Admin |
[Table 1. Common configuration steps]

{#c_CustomerServiceEmailCommunication__configure-email-channel-table-1}

## Email-specific configuration steps {#c_CustomerServiceEmailCommunication__configure-email-channel-specific-config}

{#c_CustomerServiceEmailCommunication__configure-email-channel-table-2__entry__4}

|   | Configuration step | Description | Role |
|-|-|-|-|
| 1 | [Install Plugin](https://www.servicenow.com/docs/ATXaFr~bEXxnNr4oDcXTGw "Activate the Email Interaction for CSM plugin (sn_eaai_csm) for new or existing CSM customers. This plugin includes demo data and activates related plugins if they aren’t already active.") | Install the Email Interaction for CSM plugin (sn_eaai_csm) from System Definition \> Plugins. This plugin includes optional demo data and preconfigured Email service channel. For new CSM customers, related flows are enabled automatically. Existing CSM customers must manually activate the Create Interaction from Email, Update Interaction from Email, and Update Case via Reply for EaaI flows in Workflow Studio. | CSM Admin |
| 2 | [Activate Email flows](https://www.servicenow.com/docs/oVqUH23baAl6e9QkFEobNw "Activate flows for customers who have the Email Interaction for CSM application configured, enabling efficient workflow automation.") | Manually activate three flows in Workflow Studio. Create Interaction from Email creates a new interaction for each inbound email. Update Interaction from Email updates the interaction when a customer replies. Update Case via Reply for EaaI creates a new linked interaction instead of reopening a closed one. When activating each flow, set the filter to "To contains \[your support email address\]". This ensures the flow only triggers for the actual support inbox. | CSM Admin |
| 3 | [Set system properties](https://www.servicenow.com/docs/9dgAsiyEgFgFYtqsk5w5MQ "You can configure system properties to manage Email Interaction workflows, such as interaction creation, closure, rerouting, and reminder or notification settings.") | Navigate to System Properties \> All Properties and configure: sn_eaai_csm.email_addresses (comma-separated support addresses), sn_eaai_csm.period_of_customer_inactivity_to_close_interaction (days before auto-close, default 5), sn_eaai_csm.email.reroute.enabled (reroute if assigned agent unavailable, default false), sn_eaai_csm.notify_agent_on_email_linked_to_case (notify when reply links to open case, default true). | CSM Admin |
| 4 | [Enable AI assistance](https://www.servicenow.com/docs/NYbs~6M_MzLaMx7vFpK2qg "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.") (optional) | Check your entitlements to determine whether you have access to Now Assist for CSM. Two Now Assist skills apply and are inactive by default: Email Interaction Summarization (auto-generates email summaries) and Contextual Email Matching (auto-matches incoming emails to open cases). Found under Now Assist Admin \> Now Assist Skills \> Customer \> CSM. These skills are part of ServiceNow's broader Now Assist and Otto AI experience. For more information, see [Activate contextual email matching for CSM](https://www.servicenow.com/docs/vIlVCmUn0vFsBwzIJKXeRw "Activate the Contextual Email Matching skill in AI 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."). | CSM Admin |
| 5 | [Configure wrap-up codes](https://www.servicenow.com/docs/rM2qy4pHraiKeoXhLLpcgQ "Associate wrap-up codes with the email interaction wrap-up configuration so that agents can select them when closing an interaction.") | Navigate to Interaction \> Wrap Up Codes, select New, fill in required fields, select Active, then submit. Then navigate to Interaction \> Wrap-up configuration to assign wrap-up codes to email interactions for categorization and reporting. For more information, see [Use AI to generate wrap up code and notes summary](https://www.servicenow.com/docs/np3A7U7SvoW7K4a1xkohXg "ServiceNow Otto automatically analyzes customer interaction transcripts to suggest wrap up codes and generate wrap up note summaries during the Interaction wrap up process. This capability reduces post call tasks while improving documentation quality and consistency."). | CSM Admin |
[Table 2. Email-specific configuration steps]

{#c_CustomerServiceEmailCommunication__configure-email-channel-table-2}