---
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 routing for email interactions

# Configure routing 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  
Route email interactions to the right agents based on availability, capacity, and optionally skills.

Email interactions reach agents through Advanced Work Assignment (AWA). The Email service channel is created when you install Email Interaction for CSM, so you can confirm it's in place and then set up the queue, assignment rule, and agent group that AWA uses to assign work.

You can also route email interactions with a third-party provider. For more information, see [Enable external routing for queues](https://www.servicenow.com/docs/access?context=enable-awa-external-routing&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US).