---
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


---

# Engaging with the customer using email interaction

# Engaging with the customer using email interaction {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Engaging with customers through email interaction involves verifying customer details as well as creating and updating consumer or contact records. It also includes viewing past emails in the Activity
stream. Agents can compose email responses using email and response templates, add internal work notes, and track activity history for better context.
Agents are notified of email responses received from customers in the Ongoing tab (![Ongoing tab]()) on the agent workspace. This feature enables agents to view and respond to customer inquiries.

For more information, see [View notifications on email response](https://servicenow-prod.fluidtopics.net/AWLQoetNkU0Yfu2TRJRXbg "View notifications on email responses that are received from the customer in the ongoing email conversation.").