---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Close an email interaction

# Close an email interaction {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Close the email interaction after the customer accepts the resolution. The email interaction also automatically closes due to customer inactivity.

## Close an email interaction after the customer accepts a resolution {#ariaid-title2}

Close an email interaction after receiving the customer's confirmation of the resolution.

### Before you begin

Role required: sn_customerservice_agent, or sn_customerservice_manager

### Procedure

1. Navigate to AllCSM/FSM Configurable Workspace.
2. Select the List icon (![List icon]()).
3. In the Interactions section, select My Interactions.
4. Open an email interaction.
5. Select Close.

### Result

The email interaction is closed and marked as Closed Complete.

## Closing an email interaction due to customer inactivity {#ariaid-title3}

An email interaction gets closed automatically when there's no response from the customer within a certain period. By default, the period of inactivity is set to a value of five days.
If a consumer, contact, or guest user doesn't respond within five days, the email interaction automatically closes. Any subsequent email from the customer creates an email interaction. For more information on configuring the
inactivity period property, see [System properties for configuring Email Interaction](https://www.servicenow.com/docs/SupbPuCh3ZDTWjA1F8GoYw "You can manage certain workflows based on the 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.").

When a customer replies on top of a closed email interaction, a new email interaction is created and linked to the closed interaction.

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