AI features for email interactions
concept australia Updated Sep 30, 2026 1 min read ai-features-email-interactions.md
Use AI to summarize email threads and to link emails received on closed interactions to open cases.
Two Now Assist skills support email interactions. Email Interaction Summarization generates on-demand summaries of email threads, so agents spend less time reading full conversation histories. Contextual Email Matching analyzes emails received on closed interactions and recommends the open case to link them to.
Both skills are inactive by default. Check your entitlements to confirm you have access before you activate them.
Keywords Email Interaction for CSM
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--- title: AI features for email interactions description: Use AI to summarize email threads and to link emails received on closed interactions to open cases. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/ai-features-email-interactions.html release: australia topic_type: concept last_updated: "2026-09-30" reading_time_minutes: 1 keywords: [Email Interaction for CSM] breadcrumb: [Email Interaction, Configure Email, Configure omnichannel, Configure, Customer Service Management] --- # AI features for email interactions Use AI to summarize email threads and to link emails received on closed interactions to open cases. Two Now Assist skills support email interactions. Email Interaction Summarization generates on-demand summaries of email threads, so agents spend less time reading full conversation histories. Contextual Email Matching analyzes emails received on closed interactions and recommends the open case to link them to. Both skills are inactive by default. Check your entitlements to confirm you have access before you activate them.
| title | AI features for email interactions |
| description | Use AI to summarize email threads and to link emails received on closed interactions to open cases. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/ai-features-email-interactions.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-30 |
| reading_time_minutes | 1 |
| keywords | Email Interaction for CSM |
| breadcrumb | Email InteractionConfigure EmailConfigure omnichannelConfigureCustomer Service Management |