Compose an email or a work note
Use the Compose section in the email interaction to draft emails, create internal work notes, or draft email responses using response templates.
Compose an email response
Use the compose section to draft an email response to customers, addressing their inquiry or providing the necessary information.
Before you begin
Role required: sn_customerservice_agent
Procedure
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Navigate to All > CSM/FSM Configurable Workspace.
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Select the List icon ([Omitted image "List_icon_eaai_new.png"] Alt text: List icon that displays the interactions.).
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In the Interactions section, select My Interactions.
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Open an email interaction.
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In the Compose section, select Email.
The To and Subject fields are auto-populated with the relevant details.
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Select the Pop out in modeless window icon ( [Omitted image "Pop-out_icon_eaai.png"] Alt text: Pop out in modeless window) to compose your email in a separate dialog.
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Enter the email content.
Note: Selecting the More Actions icon ([Omitted image "More_icon_eaai_new.png"] Alt text: More Actions icon) in the Email section displays the email activity history, enabling you to view past emails related to the email interaction. Additionally, you can share links to public articles in the email message.
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Select Send Email.
Result
As an agent, you have successfully drafted a suitable email response to the customer.
Compose emails and work notes using response templates
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.
Before you begin
Role required: sn_customerservice_agent with the sn_templated_snip.template_snippet_reader role
About this task
The contextual side panel provides access to response templates that can help you efficiently compose an email response. Selecting the Response Template icon [Omitted image "Response_template_icon_eaai_new.png"] Alt text: Response template icon() shows reusable messages that you can copy and paste into emails.
Procedure
-
Navigate to All > CSM/FSM Configurable Workspace.
-
Select the List icon ([Omitted image "List_icon_eaai_new.png"] Alt text: List icon).
-
In the Interactions section, select My Interactions.
-
Open an email interaction.
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In the contextual side panel, select the Response Template icon ([Omitted image "Response_template_icon_eaai_new.png"] Alt text: Response Template icon).
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In the Response Templates side panel, search for a template.
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Select a template and then select Copy to clipboard.
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Paste the template text into the Work notes field or the Email field.
Compose a work note for 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.
Before you begin
Role required: sn_customerservice_agent
About this task
The work note is visible exclusively to the agent and remains private from the customer.
Procedure
-
Navigate to All > CSM/FSM Configurable Workspace.
-
Select the List icon ([Omitted image "List_icon_eaai_new.png"] Alt text: List icon that displays the interactions.).
-
In the Interactions section, select My Interactions.
-
Open an email interaction.
-
In the Compose section, select Work notes.
-
Select the Pop out in modeless window icon ( [Omitted image "Pop-out_icon_eaai.png"] Alt text: Pop out in modeless window) to compose worknote in a separate dialog.
-
Enter the relevant content.
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Select Post Work notes.
Result
The work note is posted on the Activity stream of the email interaction and is marked with the New Activity marker.
---
title: Compose an email or a work note
description: Use the Compose section in the email interaction to draft emails, create internal work notes, or draft email responses using response templates.Use the compose section to draft an email response to customers, addressing their inquiry or providing the necessary information.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.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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/composing-email-work-note.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [Email Interaction for CSM, Email Interaction for CSM, Email Interaction for CSM, Email Interaction for CSM]
breadcrumb: [Using Email Interaction for CSM, Customer communication, Use, Customer Service Management]
---
# Compose an email or a work note
Use the Compose section in the email interaction to draft emails, create internal work notes, or draft email responses using response templates.
## Compose an email response
Use the compose section to draft an email response to customers, addressing their inquiry or providing the necessary information.
### Before you begin
Role required: sn\_customerservice\_agent
### Procedure
1. Navigate to **All** > **CSM/FSM Configurable Workspace**.
2. Select the List icon \(\[Omitted image "List\_icon\_eaai\_new.png"\] Alt text: List icon that displays the interactions.\).
3. In the Interactions section, select **My Interactions**.
4. Open an email interaction.
5. In the Compose section, select **Email**.
The **To** and **Subject** fields are auto-populated with the relevant details.
6. Select the Pop out in modeless window icon \( \[Omitted image "Pop-out\_icon\_eaai.png"\] Alt text: Pop out in modeless window\) to compose your email in a separate dialog.
7. Enter the email content.
**Note:** Selecting the More Actions icon \(\[Omitted image "More\_icon\_eaai\_new.png"\] Alt text: More Actions icon\) in the Email section displays the email activity history, enabling you to view past emails related to the email interaction. Additionally, you can share links to public articles in the email message.
8. Select **Send Email**.
### Result
As an agent, you have successfully drafted a suitable email response to the customer.
## Compose emails and work notes using response templates
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.
### Before you begin
Role required: sn\_customerservice\_agent with the sn\_templated\_snip.template\_snippet\_reader role
### About this task
The contextual side panel provides access to response templates that can help you efficiently compose an email response. Selecting the Response Template icon \[Omitted image "Response\_template\_icon\_eaai\_new.png"\] Alt text: Response template icon\(\) shows reusable messages that you can copy and paste into emails.
### Procedure
1. Navigate to **All** > **CSM/FSM Configurable Workspace**.
2. Select the List icon \(\[Omitted image "List\_icon\_eaai\_new.png"\] Alt text: List icon\).
3. In the Interactions section, select **My Interactions**.
4. Open an email interaction.
5. In the contextual side panel, select the Response Template icon \(\[Omitted image "Response\_template\_icon\_eaai\_new.png"\] Alt text: Response Template icon\).
6. In the Response Templates side panel, search for a template.
7. Select a template and then select **Copy to clipboard**.
8. Paste the template text into the **Work notes** field or the **Email** field.
## Compose a work note for 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.
### Before you begin
Role required: sn\_customerservice\_agent
### About this task
The work note is visible exclusively to the agent and remains private from the customer.
### Procedure
1. Navigate to **All** > **CSM/FSM Configurable Workspace**.
2. Select the List icon \(\[Omitted image "List\_icon\_eaai\_new.png"\] Alt text: List icon that displays the interactions.\).
3. In the Interactions section, select **My Interactions**.
4. Open an email interaction.
5. In the Compose section, select **Work notes**.
6. Select the Pop out in modeless window icon \( \[Omitted image "Pop-out\_icon\_eaai.png"\] Alt text: Pop out in modeless window\) to compose worknote in a separate dialog.
7. Enter the relevant content.
8. Select **Post Work notes**.
### Result
The work note is posted on the **Activity** stream of the email interaction and is marked with the New Activity marker.
| title | Compose an email or a work note |
| description | Use the Compose section in the email interaction to draft emails, create internal work notes, or draft email responses using response templates.Use the compose section to draft an email response to customers, addressing their inquiry or providing the necessary information.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.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. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/composing-email-work-note.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| keywords | Email Interaction for CSMEmail Interaction for CSMEmail Interaction for CSMEmail Interaction for CSM |
| breadcrumb | Using Email Interaction for CSMCustomer communicationUseCustomer Service Management |