---
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


---

# Close an email interaction

# Close an email interaction {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Close the email interaction after the customer accepts the resolution. The email interaction also automatically closes due to customer inactivity.  
Note:  
After an email interaction is closed, sending emails or composing worknotes within that interaction is no longer available.

## Close an email interaction after the customer accepts a resolution {#ariaid-title2}

Close an email interaction after receiving the customer's confirmation of the resolution.

### Before you begin

Role required: sn_customerservice_agent, or sn_customerservice_manager

### Procedure

1. Navigate to AllCSM/FSM Configurable Workspace.
2. Select the List icon (![List icon that displays the interactions.]()).
3. In the Interactions section, select My Interactions.
4. Open an email interaction.
5. Select Close.

### Result

The email interaction is closed and marked as Closed Complete.

## Close an email interaction due to customer inactivity {#ariaid-title3}

An email interaction gets closed automatically when there's no response from the customer within a certain period. By default, the period of inactivity is set to a value of five days.
If a consumer, contact, or guest user doesn't respond within five days, the email interaction automatically closes. Any subsequent email from the customer creates an email interaction. For more information on configuring the
inactivity period property, see [System properties for configuring Email Interaction](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.").

When a customer replies on top of a closed email interaction, a new email interaction is created and linked to the closed interaction.

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