---
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


---

# Engage via email interactions

# Engaging with the customer using 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

Engaging with customers through email interaction involves verifying customer details as well as creating and updating consumer or contact records. It also includes viewing past emails in the Activity
stream. Agents can compose email responses using email and response templates, add internal work notes, and track activity history for better context.
Agents are notified of email responses received from customers in the Ongoing tab (![Ongoing tab]()) on the agent workspace. This feature enables agents to view and respond to customer inquiries.

For more information, see [View notifications on email response](https://servicenow-prod.fluidtopics.net/OGJl9A5mCZIbsalTnaeFTg "View notifications on email responses that are received from the customer in the ongoing email conversation.").