Email Interaction for CSM release notes

  • Release version: Store
  • Updated June 11, 2026
  • 1 minute to read

    • Version history for the Email Interaction for CSM application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 2.0.0 - June 2026
    • Add knowledge article links from the Recommended Actions panel to display the article title alongside the article number as a hyperlink in the email body
    • Automatically link customer email replies received on closed interactions to the correct existing interaction or case
    • AI summarization of email interactions
    • Transfer CCaaS or AWA-routed email interactions to another queue or agent
    Version 1.6.2 - May 2026
    Minor defect fixes.
    Version 1.6.0 - March 2026
    • Releasing:
      • Wrap-up for email interactions
      • Agent-initiated email interactions
      • Transfer email interactions
    Version 1.5.2 - March 2026
    Fixed minor defect.
    Version 1.5.0 - December 2025
    • Enhancements to email interaction handling include the following:
      • External routing of email interactions is enabled to reduce administrative effort.
      • Creation of outbound interactions on case emails is no longer available. After the upgrade, run theClose all the outbound interactions created due to case emails scheduled job to close pre-existing outbound interactions generated from case emails, ensuring data consistency and preventing records from remaining indefinitely in an open state.
    Version 1.1.2 - September 2025
    Minor bug fixes.
    Version 1.3.0 - August 2025
    • Several improvements have been made to the Email Interaction agent experience:
      • A New Activity marker highlights the latest conversation.
      • A modeless dialog allows email replies without disrupting workflow.
      • A compact header emphasizes key message details.
      • The activity stream now displays only the latest reply for each email.
    Version 1.1.0 - May 2025
    • Minor Enhancements:
      • Agents can view Contact Card and Customer History on the Email Interaction page.
      • First Response wait time on an interaction gets populated when agent replies for the first time on an email interaction.
    Version 1.0.0 - February 2025
    Email Interaction for CSM enables creation of interactions from customer emails preventing the creation of duplicate and unnecessary cases. Email interactions provides a consistent experience for agents across omnichannel interactions.