Email interaction sections

  • Release version: Australia
  • Updated May 11, 2026
  • 3 minutes to read
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    Summary of Email interaction sections

    The email interaction sections in ServiceNow Australia release provide a comprehensive interface for agents to view, update, and manage customer contact details, email interactions, and related activities. These sections enable agents to efficiently handle email-based customer interactions, document work notes, compose responses, verify identities, and access relevant customer history and related records—all within a unified page.

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    Contact and Interaction Management

    • Contact Form: Capture key customer contact information such as name, phone numbers, email, address, and associated account.
    • Contact Lookup: Search for contacts by name, phone, or email with instant matching results. Agents can select existing contacts or create new guest user contacts.
    • Interaction Form: Displays interaction details including a unique interaction number, customer contact, consumer, email type, account, verification status, interaction state, assignment, and descriptive fields for issue summary and work notes.

    Communication and Activity Tracking

    • Compose and Activity Stream: Agents can compose emails directly within the interaction record and add internal work notes visible only to agents. The activity stream shows email exchanges, work notes, and field changes, enhancing transparency of interaction progress.
    • Filters: Enable filtering of emails, notes, and changes to quickly locate relevant activity.
    • AI-Generated Summaries: Agents can generate, refresh, copy, and provide feedback on AI summaries of email interactions to improve efficiency. However, summaries should be reviewed for accuracy before use.

    Contextual Side Panel Applications

    • Attachments: View all files and documents linked to the current interaction.
    • Recommended Actions: Receive context-driven suggested next steps to guide agent response and resolution.
    • Consumer and Contact Verify: Confirm identities and details of consumers and contacts involved in the interaction.
    • Response Template: Access templates for composing consistent email or work note responses.
    • Related Lists: Quickly access associated emails, draft emails, cases, knowledge articles, and open cases linked to the interaction.
    • Customer History: Search and filter historical customer, consumer, or account data relevant to the current interaction.

    AI Summary Card Controls

    The AI summary card offers controls to generate, expand/collapse, copy, refresh, and provide feedback on AI-generated interaction summaries. This feature leverages ServiceNow’s Otto AI to highlight issues, key actions, and next steps but requires agent validation due to possible inaccuracies.

    UI Actions for Interaction Management

    • Create Case: Convert an interaction into a case for further tracking.
    • Close: Close the email interaction once resolved.
    • Save: Save all updates made to the interaction record.
    • Associate Record: Link existing cases to the current interaction.
    • Assign to me: Agents can assign unassigned new interactions to themselves to take ownership.
    • Summarize: On-demand AI summary generation, subject to entitlements.

    Practical Benefits for ServiceNow Customers

    This email interaction framework enhances agent productivity by consolidating contact management, communication, verification, and case creation within one interface. The AI summarization and recommended actions facilitate faster, more consistent responses, improving customer service quality and operational efficiency. Agents can confidently track interaction history, collaborate through internal notes, and ensure accurate, verified customer information throughout the resolution process.

    Use the sections on the email interaction page to view and update contact, interaction, and activity details.

    Table 1. Contact form
    Field Description
    Name Name of the customer contact.
    Mobile phone Mobile phone number of the customer contact.
    Business phone Business phone number of the customer contact.
    Email Email address of the customer contact.
    Street Name of the street.
    City Name of the city.
    State/Province Name of the state or province.
    Account Account with which the customer contact is associated.
    Table 2. Contact lookup
    Field Description
    Lookup by name, phone, or email Component for looking up a contact by name, phone number, or email address:
    • Search for a contact by name, phone number, or email address. Matching results appear in record cards as characters are entered in the search box.
    • Select a contact by selecting the matching record card. The record card replaces the lookup component.

    You can also create a record to add a guest user as a contact. For more information, see Create a customer contact.
    Table 3. Interaction form
    Field Description
    Number Automatically created interaction number.
    Type Type of customer interaction, which is Email.
    Account Name of the customer contact's company. This field is filled in automatically if the information is available in the contact record.
    Contact Name of the customer contact.
    Consumer Name of the consumer.
    Guest Email Email address of the guest user.
    Verified Option to mark the record as verified or validated.
    State Current state of the interaction. For more information, see Interaction states.
    Assigned to Name of the assigned user.
    Consumer Profile Information about the consumer.

    Requester Organization

    		 Organization requesting the omnichannel interactions.
    Short description Brief description of the customer issue.
    Work notes Information about the interaction and the work being done to resolve the customer issue.
    Table 4. Compose and Activity stream
    Application Description
    Work notes Internal notes documented for the agent's reference. These notes are visible only to agents and not to customer. When a work note is created, it appears in the Activity stream. For more information on work notes, see Compose a work note for internal use.
    Email Compose and send emails without leaving the record. For more information, see Compose an email response.
    Note:
    The first email response that the agent sends is used to calculate the first response time duration, which is then populated in the First response wait time field.
    Filters Filters for emails, work notes, and field changes on the interaction.

    Activity

    		 View of email conversations between the agent and the customer. For more information, see Using the activity stream in an email interaction.
    Table 5. Apps on contextual side panel
    Application Description
    Attachments Displays files and documents associated with the current record or interaction.
    Recommended Actions Displays the most relevant next steps based on the current context. For more information, see Using the Recommended Actions application.
    Consumer Verify Confirms the identity or details of the consumer involved in the interaction. For more information, see Lookup and verify.
    Contact Verify Confirms the identity or details of the contact involved in the interaction. For more information, see Lookup and verify.
    Response Template Displays the response template required to respond to the customer. For more information, see Use a response template to compose an email or a work note.
    Related Lists Displays associated items such as emails, tasks, knowledge articles, and open cases linked to the current interaction.
    • Related Email Interactions: Lists the email interactions linked to the current interaction.
    • Emails: Displays all the emails associated with the interaction.
    • Draft Emails: Find emails that are currently being drafted and not yet sent.
    • Related Tasks: Lists all cases created out of an interaction.
    • Related Knowledge Articles: Displays relevant knowledge articles that can provide further information related to the interaction.
    • Open Cases: Shows any open cases that are related to the consumer or contact.
    Customer History Displays customer, consumer, or account history information, depending on the customer information provided on the interaction record. This tab includes a search field, filter, and date range selector that agents can use to find specific information in the history. For more information on the customer history, see Customer History component features.
    Table 6. UI Actions
    Application Description
    Create Case Creates a case from the interaction.
    Close Closes the email interaction.
    Save Saves the updates made in the email interaction.
    Associate Record Associates existing cases with the current interaction.
    Assign to me Assigns the interaction to the current agent.
    Note:
    Assign to me is visible only in interactions in the New state and when the Assigned to field is empty.