--- sourceDocument: Yokohama Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Email interaction sections # Email interaction sections {#ariaid-title1} Release version: Yokohama Updated March 20, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Email interaction sections The Email interaction sections in ServiceNow's Yokohama release provide a comprehensive interface for managing customer email interactions efficiently. These sections enable agents to access, update, and track critical customer contact information, communicate via email, and handle related tasks directly within the interaction record. Show full answer Show less ## Contact Management * **Contact Form:** Captures essential contact details such as name, phone numbers, email, address, and associated account, ensuring accurate customer identification. * **Contact Lookup:** Allows agents to search for contacts by name, phone, or email, with dynamic results shown as record cards for quick selection. Agents can also add guest users as contacts. ## Interaction Details * Interaction records include an automatically generated number, type (Email), account and contact information, consumer details, guest email, verification status, state, assignee, and descriptive fields like short description and work notes. * Work notes provide internal documentation visible only to agents, supporting efficient issue resolution. ## Email Communication and Activity Tracking * Agents can compose and send emails directly within the interaction, with the first sent email marking the start of the first response time measurement. * Filters enable viewing specific emails, work notes, and field changes, while the Activity stream displays ongoing email conversations between agents and customers. ## Contextual Side Panel Applications * **Attachments:** Access files related to the current interaction. * **Recommended Actions:** Suggests relevant next steps based on interaction context. * **Consumer and Contact Verify:** Tools to confirm identity and details of consumers and contacts. * **Response Template:** Provides templates for email and work note responses to streamline communication. * **Related Lists:** Displays linked emails, tasks, knowledge articles, and open cases, facilitating holistic interaction management. * **Customer History:** Offers searchable history of customer, consumer, or account interactions to provide context. ## UI Actions for Interaction Management * **Create Case:** Quickly generate a new case from the interaction. * **Close:** Close the current email interaction once resolved. * **Save:** Store updates made to the interaction. * **Associate Record:** Link existing cases to the current interaction for continuity. * **Assign to me:** Assign the interaction to the current agent; visible only if the interaction is new and unassigned. ## Practical Benefits for ServiceNow Customers By leveraging these Email interaction sections, agents can streamline customer communication, maintain accurate contact records, and efficiently track and resolve email-based customer issues within a single interface. This integration enhances agent productivity, improves response times, and ensures comprehensive documentation of customer interactions. The Email interaction sections enable you to manage information within the interaction record. {#email-interaction-page__table_kwh_1l5_s2c__entry__2} | Field | Description | |-|-| | Name | Name of the customer contact. | | Mobile phone | Mobile phone number of the customer contact. | | Business phone | Business phone number of the customer contact. | | Email | Email address of the customer contact. | | Street | Name of the street. | | City | Name of the city. | | State/Province | Name of the state or province. | | Account | Account with which the customer contact is associated. | [Table 1. Contact form] {#email-interaction-page__table_kwh_1l5_s2c} {#email-interaction-page__table_x14_hpm_q2c__entry__2} | Field | Description | |-|-| | Lookup by name, phone, or email | The contact lookup component enables agents to do the following: * Look up a contact by name, phone number, or email address. As the agent types characters in the search box, matching information appears in record cards below the search box. * Select a contact after searching by selecting the record card. The selected record card replaces the lookup component. {#email-interaction-page__ul_on5_jpm_q2c} You can also create a record to add a guest user as a contact. For more information, see [Create a customer contact](https://servicenow-prod.fluidtopics.net/Zsa~v5XlUjSOQj0qbfkSdQ "Use the Contact card on the email interaction page to create a customer contact and add the customer contact into the interaction record."). | [Table 2. Contact lookup] {#email-interaction-page__table_x14_hpm_q2c} {#email-interaction-page__table_v4m_3f1_ycc__entry__2} | Field | Description | |-|-| | Number | Automatically created interaction number. | | Type | Type of customer interaction, which is Email. | | Account | Name of the customer contact's company. This field is filled in automatically if the information is available in the contact record. | | Contact | Name of the customer contact. | | Consumer | Name of the consumer. | | Guest Email | Email ID of the guest user. | | Verified | Option to mark the record as verified or validated. | | State | Current state of the interaction. For more information, see [Interaction states](https://www.servicenow.com/docs/access?context=interaction-states&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US). | | Assigned to | Name of the assigned user. | | Consumer Profile | Information about the consumer. | | Short description | Brief description of the customer issue. | | Work notes | Information about the interaction and the work being done to resolve the customer issue. | [Table 3. Interaction form] {#email-interaction-page__table_v4m_3f1_ycc} {#email-interaction-page__table_sft_2z5_zdc__entry__2} | Application | Description | |-|-| | Work notes | Internal notes documented for agent's reference. These notes are visible only to agents and not to the customer. When a work note is created, it appears in the Activity stream. For more information on work notes, see [Compose a work note for internal use](https://servicenow-prod.fluidtopics.net/ryO7yQOcReOPm94s5TzHwQ#compose-work-note-internal-use "Compose a work note to document important information for internal reference. The information should be clear, concise, and relevant. This work note isn’t shared with customers."). | | Email | Compose and send emails without leaving the record. For more information, see [Compose an email response](https://servicenow-prod.fluidtopics.net/ryO7yQOcReOPm94s5TzHwQ#compose-email-response "Use the compose section to draft an email response to customers, addressing their inquiry or providing the necessary information."). Note: The first email response that the agent sends is used to calculate the first response time duration, which is then populated in the First response wait time field. | | Filters | Enables you to filter emails, work notes, and field changes on the interaction. | | Activity | Enables agents to view the email conversations between the agent and customer. For more information, see [Using Activity stream in an email interaction](https://servicenow-prod.fluidtopics.net/6gRPegbBT8fNxzFCDHhVdQ "View an email conversation between an agent and a customer in the Activity stream of the email interaction. The Activity stream enables agents to communicate with customers and make internal notes about the work done on an interaction. The Activity stream updates when an email is sent or received, or when a work note is posted."). | [Table 4. Compose and Activity stream] {#email-interaction-page__table_sft_2z5_zdc} {#email-interaction-page__table_lhx_qz5_zdc__entry__2} | Application | Description | |-|-| | Attachments | Displays files and documents associated with the current record or interaction. | | Recommended Actions | Displays the most relevant next steps based on the current context. For more information, see [Using the Recommended Actions application](https://servicenow-prod.fluidtopics.net/XcXOXJ_xOp~7y43DTkyICA "Through the Recommended Actions application, use the recommended actions of type guidance and guided decision tree in your workspace to resolve cases quickly. Use the field recommendation to get recommendations on the field values. Use the AI search option to search the relevant resources from various sources."). | | Consumer Verify | Confirms the identity or details of the consumer involved in the interaction. For more information, see [Lookup and verify](https://servicenow-prod.fluidtopics.net/pBO1wKo77vbSQfy42kW9vw "The lookup and verify feature enables customer service agents to quickly look up contacts or consumers using information such as the name, phone number, or record number."). | | Contact Verify | Confirms the identity or details of the contact involved in the interaction. For more information, see [Lookup and verify](https://servicenow-prod.fluidtopics.net/pBO1wKo77vbSQfy42kW9vw "The lookup and verify feature enables customer service agents to quickly look up contacts or consumers using information such as the name, phone number, or record number."). | | Response Template | Displays the response template required to respond to the customer. For more information, see [Use a response template to compose an email or a work note](https://servicenow-prod.fluidtopics.net/ryO7yQOcReOPm94s5TzHwQ#use-a-response-template-to-compose-the-email "Use response templates to access predefined messages and compose emails. Agents can copy content from a template and add it to an email to save time."). | | Related Lists | Displays associated items such as emails, tasks, knowledge articles, and open cases linked to the current interaction. * Related Email Interactions: Lists the email interactions linked to the current interaction. * Emails: Displays all the emails associated with the interaction. * Draft Emails: Find emails that are currently being drafted and not yet sent. * Related Tasks: Lists all cases created out of an interaction. * Related Knowledge Articles: Displays relevant knowledge articles that can provide further information related to the interaction. * Open Cases: Shows any open cases that are related to the consumer or contact. {#email-interaction-page__ul_f1s_s1v_zdc} | | Customer History | Displays customer, consumer, or account history information, depending on the customer information provided on the interaction record. This tab includes a search field, filter, and date range selector that agents can use to find specific information in the history. For more information on the customer history, see [Customer History component features](https://servicenow-prod.fluidtopics.net/ZpIhLhOF4zlFU6aPbrOf8g "Customer service agents can use several features in the Customer History component to view customer, consumer, or account history information."). | [Table 5. Apps on contextual side panel] {#email-interaction-page__table_lhx_qz5_zdc} {#email-interaction-page__table_kqr_qbv_zdc__entry__2} | Application | Description | |-|-| | Create Case | Enables the creation of a new case from the interaction. | | Close | Closes the email interaction. | | Save | Saves the updates made in the email interaction. | | Associate Record | Enables associating the existing cases with the current interaction. | | Assign to me | Assigns the interaction to the current agent. Note: Assign to me is visible only in interactions in the New state and with the Assigned to field as empty. | [Table 6. UI Actions] {#email-interaction-page__table_kqr_qbv_zdc} **Related concepts** * [Using the email interaction page](https://servicenow-prod.fluidtopics.net/a5E3S4UCiJ7WhaWPldg~Zg "The email interaction page enables agents to view incoming and outgoing emails, attachments, work notes, and other related information in one location. Agents can review and respond to emails efficiently, helping resolve customer inquiries in a timely manner.")