Configure email notifications for an interaction

---
title: Configure email notifications for an interaction
description: Configure email notification to determine whether they should be sent to the contact, consumer, or guest.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/configure-email-notifications-interaction.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [Email Interaction for CSM]
breadcrumb: [Configure notifications and reminders for email interactions, Email Interaction, Configure Email, Configure omnichannel, Configure, Customer Service Management]
---

# Configure email notifications for an interaction

Configure email notification to determine whether they should be sent to the contact, consumer, or guest.

## Before you begin

Role required: admin

## About this task

Email notifications that are available by default:

-   Interaction created for consumer
-   Interaction created for guest
-   Interaction created for contact

You can customize the existing notification or create a notification. For more information, see [Email and SMS notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/c_EmailNotifications.md).

## Procedure

1.  Navigate to **All** > **System Notifications ** > **Email** > **Notifications**.

2.  Select the Show column search row icon \(\[Omitted image "Search\_icon\_eaai\_new.png"\] Alt text: Search icon\[Omitted image "Search\_icon\_eaaI-new.png"\] Alt text: Show columns icon\).

3.  In the  **Name** column, search for any of the following notification.

    -   Interaction created for consumer
    -   Interaction created for guest
    -   Interaction created for contact
4.  If you want to disable notifications, update **Active** to False.

    1.  Select **here**.

    2.  Clear the **Active** check box.

    3.  Select **Update**.

5.  If you want to include different content, update the email template.

    1.  Select **What it will contain**.

    2.  From the **Email template** field, remove the existing template.

    3.  Search and select the email template.

        Alternatively, in the **Message HTML** field, enter the content for the email template.

    4.  Select **Update**.


## Result

Email notifications are disabled for contact, consumer, or guest.