---
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


---

# Unified routing of email interactions via CCaaS

# Unified routing of email interactions via CCaaS {#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

Leverage a unified routing solution through Contact Center as a Service (CCaaS) to streamline email interactions using consistent routing logic across voice, chat, and other digital channels. This centralized approach
eliminates the need for disparate systems, instead routing all interactions through a single, unified engine.

## CCaaS routing benefits {#unified-email-routing-via-ccaas__section_wsz_1dz_dhc}

CCaaS routing offers the following benefits:

* Unified routing across channels: CCaaS uses a single routing engine to manage channels like email and voice, making customer interactions easier to handle. This unified system provides a smooth omnichannel experience for agents and customers.
* Reduced configuration and administrative effort: CCaaS unified routing streamlines operations by automating interaction assignments, minimizing the need for complex setup and ongoing management, and reducing manual workload.
{#unified-email-routing-via-ccaas__ul_wsd_smv_xv}

## Managing email interactions on hold and rerouting {#unified-email-routing-via-ccaas__section_u2y_fns_dhc}

Agents can place email interactions on hold while they wait for customer responses. When an interaction is placed on hold, CCaaS is notified of this status change, which enables the system to reassign the agent's capacity to other
tasks.

When a customer responds to the On Hold email, the interaction status is automatically changed to Work in progress. At this point, if the agent to whom the interaction is assigned isn't available, the email interaction can be
optionally rerouted to the next available agent. This feature can be enabled by setting the system property sn_eaai_csm.email.reroute.enabled to true. By default, it is set to false. When enabled, the
Assigned to field is cleared, and an event is triggered in CCaaS, enabling it to redirect the email to an available agent. This process verifies that customer inquiries are addressed promptly, even if the
initial agent is no longer available.
**Conceitos relacionados**   

* [Routing and assigning an email interaction to agents](https://servicenow-prod.fluidtopics.net/K3uWl1hdQEqAuWZojDU3kQ#routing-assigning-email-interaction-agents "Route and assign email interactions to the appropriate agents based on predefined rules and criteria.")  
**Referência relacionada**   

* [System properties for configuring Email Interaction](https://servicenow-prod.fluidtopics.net/NaWmoaKsihWIQHN_N9V4dQ "You can manage certain workflows based on system properties, such as enabling or disabling the creation of email interactions for guest users. You can set an inactivity period after which email interactions are automatically closed. Configure the system to create single or multiple outbound email interactions when different agents contact the same customer, enable rerouting, and set reminder periods.")