Configure routing for email interactions
concept australia Updated Sep 30, 2026 1 min read configure-routing-email-interactions.md
Route email interactions to the right agents based on availability, capacity, and optionally skills.
Email interactions reach agents through Advanced Work Assignment (AWA). The Email service channel is created when you install Email Interaction for CSM, so you can confirm it's in place and then set up the queue, assignment rule, and agent group that AWA uses to assign work.
You can also route email interactions with a third-party provider. For more information, see Enable external routing for queues.
Keywords Email Interaction for CSM
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--- title: Configure routing for email interactions description: Route email interactions to the right agents based on availability, capacity, and optionally skills. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/configure-routing-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] --- # Configure routing for email interactions Route email interactions to the right agents based on availability, capacity, and optionally skills. Email interactions reach agents through Advanced Work Assignment \(AWA\). The Email service channel is created when you install Email Interaction for CSM, so you can confirm it's in place and then set up the queue, assignment rule, and agent group that AWA uses to assign work. You can also route email interactions with a third-party provider. For more information, see [Enable external routing for queues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/enable-awa-external-routing.md).
| title | Configure routing for email interactions |
| description | Route email interactions to the right agents based on availability, capacity, and optionally skills. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/configure-routing-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 |