Email interaction sections

Release version: Yokohama

Updated March 20, 2025

3 minutes to read

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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.

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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.

Table 1. Contact form
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 2. Contact lookup
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. You can also create a record to add a guest user as a contact. For more information, see Create a customer contact.

Table 3. Interaction form
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.
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 4. Compose and Activity stream
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.
Email	Compose and send emails without leaving the record. For more information, see Compose an email response. 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.

Table 5. Apps on contextual side panel
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.
Consumer Verify	Confirms the identity or details of the consumer involved in the interaction. For more information, see Lookup and verify.
Contact Verify	Confirms the identity or details of the contact involved in the interaction. For more information, see Lookup and verify.
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.
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.
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.

Table 6. UI Actions
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.