---
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


---

# Define a custom flow to create or update email interactions

# Define a custom flow to create or update email interactions {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

Define email-related business processes using Workflow Studio. This tool enables you to manage emails along with your customer service processes through a visual interface without having to design or request complex scripts.

## Create an interaction {#ariaid-title2}

Create an interaction record to capture customer details.

### Antes de Iniciar

Role required: workspace_admin, awa_agent, sn_customerservice_consumer_agent, or sn_customerservice_agent

### Procedimento

1. Navigate to AllProcess AutomationWorkflow Studio.
2. Create a flow.
   1. Select Flows.
   2. Select New.
   3. Select Flow.
   4. In the Flow name field, enter the flow name.
   5. Select the application scope from the Application list.
   6. In the Description field, enter the description.
   7. Select Show additional properties.  
      To know more about additional properties, see [Create a flow in Workflow Studio](https://www.servicenow.com/docs/access?context=create-flow&version=australia&pubname=australia-build-workflows&ft:locale=en-US).
   8. Select Build flow.
   {#create-interaction__substeps_ycw_j1b_d2c}
3. Create a trigger.
   1. Select Add a Trigger.
   2. Search and select Application.
   3. Select Inbound Email.
   4. Select Email conditions with AND operator.  
      * Select Type is received.
      * Select Receive type is New.
      * Select To contains customerservice@example.com.

      {#create-interaction__ul_okl_b1q_c2c}  
      Nota:  
      customerservice@example.com is a sample email address. Specify the actual email address that should be configured as the default for creating email interactions.
   5. Leave the Reply Record Type as empty.
   6. Select Done.
   {#create-interaction__substeps_u3m_25b_d2c}
4. Select Add an Action, Flow Logic, or Subflow and select any of the following.
   * Action
   * Flow Logic
   * Subflow

   {#create-interaction__choices_pvs_fbt_22c}  
   Nota:  
   After you have created action entries, you can select multiple actions using Select multiple.
5. **Opcional:** Add error handler.
   1. To enable the error handling, slide the ERROR HANDLER toggle switch.
   2. Select Add an Action, Flow Logic, or Subflow and select any of the following.

   {#create-interaction__substeps_jqx_zds_22c}
   * Action
   * Flow Logic
   * Subflow
   {#create-interaction__choices_qvs_fbt_22c}
6. Verify the email flow and modify it if necessary.
7. Select Save.
8. Select Activate.
9. From the confirmation dialog box, select Activate.
{#create-interaction__steps_ovs_fbt_22c}
**Tópicos relacionados**   

* [Create a flow in Workflow Studio](https://www.servicenow.com/docs/access?context=create-flow&version=australia&pubname=australia-build-workflows&ft:locale=en-US)

## Update an interaction {#ariaid-title3}

Modify existing interaction records, verifying that all email communication details are updated.

### Antes de Iniciar

Role required: admin, workspace_admin, awa_agent, sn_customerservice_consumer_agent, or sn_customerservice_agent

### Procedimento

1. Navigate to AllProcess AutomationWorkflow Studio.
2. Create a flow.
   1. Select Flows.
   2. Select New.
   3. Select Flow.
   4. In the Flow name field, enter the flow name.
   5. Select the application scope from the Application list.
   6. In the Description field, enter the description.
   7. Select Show additional properties.  
      To know more about additional properties, see [Create a flow in Workflow Studio](https://www.servicenow.com/docs/access?context=create-flow&version=australia&pubname=australia-build-workflows&ft:locale=en-US).
   8. Select Build flow.
   {#update-interaction__substeps_ycw_j1b_d2c}
3. Create a trigger.
   1. Select Add a Trigger.
   2. Search and select Application.
   3. Select Inbound Email.
   4. Select Email conditions with AND operator.  
      * Select Type is received.
      * Select Receive type is Reply.
      {#update-interaction__ul_okl_b1q_c2c}
   5. Leave the Reply Record Type as empty.
   6. Select Done.
   {#update-interaction__substeps_u3m_25b_d2c}
4. Select Add an Action, Flow Logic, or Subflow and select any of the following.
   * Action
   * Flow Logic
   * Subflow

   Nota:  
   After you have created action entries, you can select multiple actions using Select multiple.
5. **Opcional:** Add error handler.
   1. To enable the error handling, slide the ERROR HANDLER toggle switch.
   2. Select Add an Action, Flow Logic, or Subflow and select any of the following.

   {#update-interaction__substeps_jqx_zds_22c}
   * Action
   * Flow Logic
   * Subflow
6. Verify the email flow and modify it if necessary.
7. Select Save.
8. Select Activate.
9. From the confirmation dialog box, select Activate.
**Tópicos relacionados**   

* [Create a flow in Workflow Studio](https://www.servicenow.com/docs/access?context=create-flow&version=australia&pubname=australia-build-workflows&ft:locale=en-US)