---
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


---

# Include cases logged using specified communication channels

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

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

## Antes de Iniciar

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=australia&pubname=australia-platform-administration&ft:locale=en-US) and [Predictive Intelligence for CSM solution definitions](https://servicenow-prod.fluidtopics.net/1oXnO6dEOvfeCgRGGljoAg "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=australia&pubname=australia-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://servicenow-prod.fluidtopics.net/xrYoLFjsBwm_xWYaxR3dCg "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}

## Por Que e Quando Desempenhar Esta Tarefa

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.

## Procedimento

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.  
   Nota:  
   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 \[Active\] \[is\] \[true\].