---
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


---

# Include cases logged using specified communication channels in Auto-Responder notifications

# Include cases logged using specified communication channels in Auto-Responder
notifications {#ariaid-title1}

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

Send Auto-Responder email
notifications for customer service cases logged using a communication channel.

## Before you begin

Role required: admin
Perform the following tasks.

* Activate the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml). For more information, see [Activate a
  plugin](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US) and [Predictive Intelligence for CSM solution definitions](https://www.servicenow.com/docs/ub3myoINVhIG6VDnigvghg "Use your instance records to build Customer Service Management specific solutions.").
* Set the application scope to Customer Service using the application picker. For more information, see [Application
  picker](https://www.servicenow.com/docs/access?context=c_ApplicationPicker&version=yokohama&pubname=yokohama-application-development&ft:locale=en-US).
* Ensure that the required channel is already set up for use. For more information, see [Configure communication channels](https://www.servicenow.com/docs/9nDVu3Yl7UgQEp3og3qyHQ "Configure communication channels to provide users with options to email, call, or chat with your teams for help. You can also integrate with social media.").
{#config-auto-responder-channels__ul_upg_fqv_slb}

## About this task

By default, the Case auto-responder recommendations notification is configured to
send Auto-Responder email notifications for customer service cases logged using emails. You can
configure it to include other communication channels such as web, phone, chat,
social, community, alert, and virtual agent.

## Procedure

1. Navigate to AllSystem NotificationNotifications.
2. Search for <kbd class="ph userinput">Case auto-responder recommendations</kbd>.
3. In the Name column, click the Case auto-responder recommendations link.
4. In the Conditions field, click Add Filter Condition or Add "Or" Clause to set the filter condition for a communication channel.  
   Note:  
   The default filter condition is \[Channel\] \[is\] \[Email\] AND \[Active\] \[is\] \[true\].

   For example, to send Auto-Responder notifications for customer service cases logged using a mobile phone in
   addition to email, you would click Add Filter Condition and create the condition \[Channel\] \[is\] \[Phone\] AND \[Active\] \[is\] \[true\].

*[\>]: and then