---
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


---

# Route and assign emails to agents

# Routing and assigning an email interaction to agents {#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

Route and assign email interactions to the appropriate agents based on predefined rules and criteria.

When agents accept email interactions routed by Advanced Work Assignment (AWA), the interaction state changes from New to Work in progress and it's assigned to the agent.

For information on the configuration required to route and assign email interactions, see [Configure Advanced Work Assignment for routing email interactions](https://servicenow-prod.fluidtopics.net/7wktiKaYgZm2miIRQ~fh~A "Configure Advanced Work Assignment (AWA) to route email interactions automatically to your agents, based on their availability, capacity, and optionally, skills.").

Alternatively, agents can assign the email interactions manually.

## Assign an interaction manually {#ariaid-title2}

Manually assign an interaction that is in the New state to yourself or another agent.

### Antes de Iniciar

Role required: sn_customerservice_agent, sn_customerservice_manager, or sn_customerservice.consumer_agent

### Por Que e Quando Desempenhar Esta Tarefa

The Assign to me button is only visible if the interaction is in the New state and the Assigned to field is empty.

### Procedimento

1. Navigate to AllCSM/FSM Configurable Workspace.
2. Select the List icon (![List icon]()).
3. From the Interactions section, select My Interactions.
4. Open an interaction.
5. Assign the interaction in one of the following ways.

   | Option | Description |
   | Assign the interaction to yourself | Select Assign to me. The Assigned to field gets populated with the agent's name and the state changes to Work in Progress. |
   | Assign the interaction to another agent | Select an agent in the Assigned to field and select Save. |
   |-|-|

   {#assign-interaction-manually__choicetable_rxs_vdl_wdc}