---
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 the agent experience for email interactions

# Configure the agent experience for email interactions {#ariaid-title1}

Release version: Brazil  
Updated September 30, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Set up the tools and display options that agents use while they handle email interactions.

Agents handle email interactions in CSM
Configurable Workspace. You can include earlier emails in agent replies, surface Recommended Actions based on the context of an email, change how the activity stream displays email conversations, and give
agents wrap-up codes to categorize interactions when they close them.