---
sourceDocument: Store Version History Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/store-release-notes

 Release :

    - store

ft:locale :

    - en-US

ft:publication_title :

    - Store Version History Release Notes

ft:clusterId :

    - rnst

bundleId :

    - rnst


---

# Email Interaction for CSM release notes

# Email Interaction for CSM release notes {#ariaid-title1}

Release version: Store  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website.

## Version history

Version 2.6.0 - September 2026
:   Minor defect fixes

Version 2.1.0 - July 2026
:   Minor defect fixes

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
      {#store-rn-csm-email-interaction-csm__ul_nst_3yw_l3c}

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.
      {#store-rn-csm-email-interaction-csm__ul_wmz_ccl_mhc}

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.
      {#store-rn-csm-email-interaction-csm__ul_xtw_lbv_zfc}
    {#store-rn-csm-email-interaction-csm__ul_wfz_kbv_zfc}

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.
      {#store-rn-csm-email-interaction-csm__ul_omn_gwv_bfc}
    {#store-rn-csm-email-interaction-csm__ul_mnt_fwv_bfc}
    {#store-rn-csm-email-interaction-csm__latest-store-rn-csm-email-interaction-csm}
{#store-rn-csm-email-interaction-csm__latest-store-rn-csm-email-interaction-csm}

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.