---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Close an email interaction

# Close an email interaction {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Close the email interaction after the customer accepts the resolution. The email interaction also automatically closes due to customer inactivity.  
Nota:  
After an email interaction is closed, sending emails or composing worknotes within that interaction is no longer available.

## 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.

### Antes de Iniciar

Role required: sn_customerservice_agent, or sn_customerservice_manager

### Procedimento

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.

### Resultado

The email interaction is closed and marked as Closed Complete.

## Close 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://servicenow-prod.fluidtopics.net/NaWmoaKsihWIQHN_N9V4dQ "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.").

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