Close an email interaction

  • Release version: Australia
  • Updated March 12, 2026
  • 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

    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 All > CSM/FSM Configurable Workspace.
    2. Select the List icon (List icon).
    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

    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.

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