---
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


---

# System properties for configuring Email Interaction

# System properties for configuring Email Interaction {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
You can configure system properties to manage Email Interaction workflows, such as interaction creation, closure, rerouting, and reminder or notification
settings.
Navigate to All\>System Properties\>All Properties.

Alternatively, in your instance, enter <kbd class="ph userinput">sys_properties.list</kbd> in the filter navigator and customize the Email Interaction system properties.
{#system-properties-for-configuring-email-as-an-interaction__table_qbv_3d4_pwb__entry__2}

| 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: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_thy_m44_pwb} |
| 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: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_zj2_fp4_pwb} |
| 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: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_gfg_v44_vfc} |
| 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: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_q1l_njl_dhc} |
| 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: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_qdw_wfm_33c} |
| 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: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_ymk_j2m_33c} |
| sn_eaai_csm.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: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_nvb_bgm_33c} |
| sn_eaai_csm.notify_agent_on_email_linked_to_case | Enable or disable agent notifications when a customer email reply is linked to their open case. When set to true, the assigned agent receives a notification. When set to false, no notification is sent. * Type: Boolean (true \| false) * Default value: true * Location: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_pxc_bgm_33c} |
| sn_eaai_csm.enable_agent_initiated_email | Enables or disables agent initiated emails for consumer and contact. * Type: Boolean (true \| false) * Default value: true * Location: AllSystem PropertiesAll Properties. {#system-properties-for-configuring-email-as-an-interaction__ul_u3f_n42_dkc} |
[Table 1. System properties for Email Interaction]

{#system-properties-for-configuring-email-as-an-interaction__table_qbv_3d4_pwb}
**Related topics**   

* [Display the most recent reply in the Activity stream](https://www.servicenow.com/docs/access?context=configure-last-viewed-timestamps-activity-stream&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US)

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