---
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


---

# View unread email counters on interaction tabs

# View unread email counters on interaction tabs {#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

Unread email counters display on email interaction tabs in CSM Configurable Workspace to help agents track new email activity across multiple interactions.

## Antes de Iniciar

Role required: admin

## Por Que e Quando Desempenhar Esta Tarefa

Unread email counters help agents manage multiple email interactions efficiently by providing visual notification of new activity without requiring agents to switch between tabs. This enables agents to prioritize responses
and maintain context while working on the current interaction.

When new emails arrive for an email interaction in an inactive tab, a counter increments on the tab. The counter clears when you select the tab. Hover over the tab to preview the latest email without switching to that
interaction.

Example: You have multiple email interactions open in tabs. A customer replies to an interaction in an inactive tab. The tab displays an unread counter, such as (2), indicating new activity without requiring you to switch
tabs. Complete the following configuration steps to enable unread email counters on interaction tabs.

Complete the following configuration steps to enable unread email counters on interaction tabs.

## Procedimento

1. Verify email receiving is enabled.
   1. Navigate to AllEmail Properties.
   2. Confirm that the Email receiving enabled check box is selected.  
      If the check box is not selected, select it and click Save.
2. Verify email system status.
   1. Navigate to AllSystem MailboxesAdministratorsEmail Diagnostics.
   2. Verify that email sending and receiving statistics show operational status.
   3. Verify that the connection status displays a green check mark.
3. Configure the email address for receiving emails.
   1. Navigate to AllSystem Propertiessys_properties.LIST.
   2. In the Search field, enter <kbd class="ph userinput">sn_eaai_csm.email_addresses</kbd>.
   3. In the Value field, verify that an email address is specified.  
      If the field is empty, enter the email address where you want to receive emails.
   4. Click Update.
4. Configure presence states for email channels.
   1. Navigate to AllAdvanced Work AssignmentPresence States.
   2. Select Available.
   3. In the Available block, select Chat - Asynchronous and Email.
   4. Move the selected options to the Selected block.
   5. Click Update.

## Resultado

Email interactions appear under the Ongoing icon in the left navigation pane below the Inbox.

When configured agents receive new emails for interactions open in inactive tabs, an unread counter displays on the tab. Selecting the tab clears the counter and displays the interaction with the new email messages.
**Conceitos relacionados**   

* [Email Interaction record page](https://servicenow-prod.fluidtopics.net/9~GW39rvKX9qHvyP3uO~sA "The Email interaction record page enables agents to manage email conversations with customers using interaction records.")