System properties for configuring Email Interaction

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of System properties for configuring Email Interaction

    This content explains how ServiceNow customers can configure system properties to manage Email Interactions effectively. These settings allow control over workflows such as creating interactions for guest users, closing inactive interactions, handling multiple agent interactions, enabling rerouting, and sending customer reminders. Access to these configurations is viaSystem Properties > All Propertiesor by filtering withsysproperties.listin the instance.

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    Key Configuration Options

    • Interaction creation for non-matched users: Enable or disable creating email interactions when the user is not matched in the system (sneaaicsm.createinteractionfornonmatcheduser).
    • Inactivity period to close interactions: Set the number of days without customer response after which interactions are automatically closed (sneaaicsm.periodofcustomerinactivitytocloseinteraction).
    • Default email addresses: Define one or multiple email addresses that generate email interactions upon receipt (sneaaicsm.emailaddresses).
    • Customer reminder intervals: Configure how many days after the last customer email a reminder is sent, applicable to interactions on hold (periodforreminderstocustomersinteraction).
    • Enable rerouting of interactions: Control whether email interactions on hold are rerouted to available agents if the assigned agent is unavailable (sneaaicsm.email.reroute.enabled).
    • Outbound interaction per agent: Specify target tables for which separate outbound interactions are created when different agents contact the same customer, otherwise drafts consolidate into a single interaction (sneaaicore.createoutboundinteractionperagent.targettables).
    • Agent notification on linked emails: Decide if agents receive notifications when a customer’s email reply is linked to their open case (sneaaicsm.notifyagentonemaillinkedtocase).

    Practical Benefits

    • Enables customization of email interaction workflows to fit organizational needs and customer engagement models.
    • Improves response management by automatically closing stale interactions and reminding customers appropriately.
    • Facilitates coordination among multiple agents interacting with the same customer by controlling interaction creation and rerouting behavior.
    • Enhances agent awareness through configurable notifications linked to case activity.

    You can manage certain workflows based on system properties, such as enabling or disabling the creation of email interactions for guest users. You can set an inactivity period after which email interactions are automatically closed. Configure the system to create single or multiple outbound email interactions when different agents contact the same customer, enable rerouting, and set reminder periods.

    Navigate to All>System Properties>All Properties.

    Alternatively, in your instance, enter sys_properties.list in the filter navigator and customize the Email Interaction system properties.

    Table 1. System properties for Email Interaction
    Property Description
    sn_eaai_csm.create_interaction_for_non_matched_user Enable or disable interaction creation for a non-matched user.
    • Type: Boolean (true | false)
    • Default value: true
    • Location: All > System Properties > All Properties.
    sn_eaai_csm.period_of_customer_inactivity_to_close_interaction Set the inactivity period (in days) after which an interaction is closed if no email is received from the customer.
    • Type: Integer
    • Default value: 5
    • Location: All > System Properties > All Properties.
    sn_eaai_csm.email_addresses Specify the default email address for creating email interactions. This can contain a comma-separated list of email addresses. Emails sent to any of these addresses generate email interactions.
    • Type: String
    • Default value: customerservice@example.com
      Note:
      customerservice@example.com is a sample email address.
    • Location: All > System Properties > All Properties.
    period_for_reminders_to_customers_interaction Specify the number of days after which an automatic email reminder is sent to customers. This value determines how long the system waits after receiving the last email response from the customer before sending a reminder. Reminders are sent only on interactions that are on hold.
    Note:
    The value must be a positive integer. If the value is set to zero or a negative number, the system defaults to 2 days.
    • Type: Integer
    • Default value: 2
    • Location: All > System Properties > All Properties.
    sn_eaai_csm.email.reroute.enabled Enable or disable the rerouting of interactions that are currently on hold.
    • Type: Boolean (true | false)
    • Default value: false
    • Location: All > System Properties > All Properties.
    sn_eaai_core.create_outbound_interaction_per_agent.target_tables Specify a comma-separated list of target tables for which a new outbound interaction is created when different agents initiate outbound email drafts for the same customer. When a table is listed, a new outbound interaction is created for each outbound email initiated by different agents for the same customer. When a table isn't listed, all agent drafts are consolidated into a single WIP interaction with ownership assigned to the first sending agent.
    • Type: String
    • Default value: (empty)
    • Location: All > System Properties > All Properties.
    sn_eaai_csm.email.reroute.enabled Enable rerouting of On Hold email interactions to available agents when the assigned agent isn't available to handle a customer response. When set to false, the interaction state is updated to Work in Progress without rerouting.
    • Type: Boolean (true | false)
    • Default value: false
    • Location: All > System Properties > All Properties.
    period_for_reminders_to_customers_interaction Specify the time period (in hours) after which a reminder email is sent to customers who haven't responded to an outbound interaction. The minimum value is 1 hour. The scheduled job for sending reminders runs every 24 hours. Only outbound interactions with at least one agent-initiated email are considered.
    • Type: Integer
    • Default value: (configurable)
    • Location: All > System Properties > All Properties.