---
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


---

# Configure flows for incoming emails

# Configure flows for incoming emails that create and update interactions {#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

The default email flows are available once you activate the Email Interaction for CSM application. Enable the email flows to activate email processing for automatic creation and updating interactions.

* Create Interaction from Email: Creates an interaction of type Email for each new inbound email from a customer.
* Update Interaction from Email: Updates the interaction with the reply email received from the customer.

  If a reply email is received on a closed interaction, a new interaction of type Email is created. It
  includes the link to the previous closed interaction.
* Update Case via Reply for EmaiI: Updates the case record with the reply email received from Customer on the case.

  This flow creates an interaction of type Email if a reply email is received on the closed case
  record. The new interaction includes a link to the closed case.

{#creating-flows-incoming-emails-create-update-interactions__ul_bbs_hpn_12c}

Alternatively, customers can use Inbound Actions to create and update email interactions.

The execution order of the Inbound Flows takes a higher precedence over Inbound Actions meaning that when an email flow executes, it helps prevent execution of Inbound Actions.