---
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 reminders for an interaction

# Configure email reminders for an interaction {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Set up automatic email reminders to notify customers to respond to interactions that are in the On Hold state due to pending customer responses.

## Before you begin

Role required: admin

## About this task

Email notifications that are available by default:

* Email reminder for consumer
* Email reminder for guest
* Email reminder for contact
{#configure-email-reminders-interaction__ul_ic3_v5j_12c}

You can customize the existing notification or create a notification. For more information, see [Email and SMS notifications](https://www.servicenow.com/docs/access?context=c_EmailNotifications&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US).

## Procedure

1. Navigate to AllSystem Notifications EmailNotifications.
2. Select the Show column search row icon (![Show column search icon]()).
3. In the  Name column, search and select for any of the following notifications.
   * Email reminder for consumer
   * Email reminder for guest
   * Email reminder for contact
   {#configure-email-reminders-interaction__choices_dxv_4yt_22c}
4. To turn off notifications, update Active to False.
   1. Select here.
   2. Clear the Active check box.
   3. Select Update.
   {#configure-email-reminders-interaction__substeps_iwr_zk5_22c}
5. To include different content, update the email template.
   1. Select What it will contain.
   2. Remove the exiting template from the Email template field.
   3. Search and select the email template.  
      Alternatively, in the Message HTML field, enter the content for the email template.
   4. Select Update.
   {#configure-email-reminders-interaction__substeps_em2_5l5_22c}
{#configure-email-reminders-interaction__steps_qj2_5hl_dhc}

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