Define a custom flow to create or update email interactions
Define email-related business processes using Workflow Studio. This tool enables you to manage emails along with your customer service processes through a visual interface without having to design or request complex scripts.
Create an interaction
Create an interaction record to capture customer details.
Before you begin
Role required: workspace_admin, awa_agent, sn_customerservice_consumer_agent, or sn_customerservice_agent
Procedure
-
Navigate to All > Process Automation > Workflow Studio.
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Create a flow.
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Select Flows.
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Select New.
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Select Flow.
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In the Flow name field, enter the flow name.
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Select the application scope from the Application list.
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In the Description field, enter the description.
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Select Show additional properties.
To know more about additional properties, see Create a flow in Workflow Studio.
-
Select Build flow.
-
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Create a trigger.
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Select Add a Trigger.
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Search and select Application.
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Select Inbound Email.
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Select Email conditions with AND operator.
- Select Type is received.
- Select Receive type is New.
- Select To contains customerservice@example.com. Note: customerservice@example.com is a sample email address. Specify the actual email address that should be configured as the default for creating email interactions.
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Leave the Reply Record Type as empty.
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Select Done.
-
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Select Add an Action, Flow Logic, or Subflow and select any of the following.
- Action
- Flow Logic
- Subflow Note: After you have created action entries, you can select multiple actions using Select multiple.
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Add error handler.
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To enable the error handling, slide the ERROR HANDLER toggle switch.
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Select Add an Action, Flow Logic, or Subflow and select any of the following.
- Action
- Flow Logic
- Subflow
-
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Verify the email flow and modify it if necessary.
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Select Save.
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Select Activate.
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From the confirmation dialog box, select Activate.
Related topics
Create a flow in Workflow Studio
Update an interaction
Modify existing interaction records, verifying that all email communication details are updated.
Before you begin
Role required: admin, workspace_admin, awa_agent, sn_customerservice_consumer_agent, or sn_customerservice_agent
Procedure
-
Navigate to All > Process Automation > Workflow Studio.
-
Create a flow.
-
Select Flows.
-
Select New.
-
Select Flow.
-
In the Flow name field, enter the flow name.
-
Select the application scope from the Application list.
-
In the Description field, enter the description.
-
Select Show additional properties.
To know more about additional properties, see Create a flow in Workflow Studio.
-
Select Build flow.
-
-
Create a trigger.
-
Select Add a Trigger.
-
Search and select Application.
-
Select Inbound Email.
-
Select Email conditions with AND operator.
- Select Type is received.
- Select Receive type is Reply.
-
Leave the Reply Record Type as empty.
-
Select Done.
-
-
Select Add an Action, Flow Logic, or Subflow and select any of the following.
- Action
- Flow Logic
- Subflow Note: After you have created action entries, you can select multiple actions using Select multiple.
-
Add error handler.
-
To enable the error handling, slide the ERROR HANDLER toggle switch.
-
Select Add an Action, Flow Logic, or Subflow and select any of the following.
- Action
- Flow Logic
- Subflow
-
-
Verify the email flow and modify it if necessary.
-
Select Save.
-
Select Activate.
-
From the confirmation dialog box, select Activate.
Related topics
---
title: Define a custom flow to create or update email interactions
description: Define email-related business processes using Workflow Studio. This tool enables you to manage emails along with your customer service processes through a visual interface without having to design or request complex scripts.Create an interaction record to capture customer details.Modify existing interaction records, verifying that all email communication details are updated.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/defining-custom-flow-create-update-email-interactions.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]
breadcrumb: [Configure flows for incoming emails, Email Interaction, Configure Email, Configure omnichannel, Configure, Customer Service Management]
---
# Define a custom flow to create or update email interactions
Define email-related business processes using Workflow Studio. This tool enables you to manage emails along with your customer service processes through a visual interface without having to design or request complex scripts.
## Create an interaction
Create an interaction record to capture customer details.
### Before you begin
Role required: workspace\_admin, awa\_agent, sn\_customerservice\_consumer\_agent, or sn\_customerservice\_agent
### Procedure
1. Navigate to **All** > **Process Automation** > **Workflow Studio**.
2. Create a flow.
1. Select **Flows**.
2. Select **New**.
3. Select **Flow**.
4. In the **Flow name** field, enter the flow name.
5. Select the application scope from the Application list.
6. In the **Description** field, enter the description.
7. Select **Show additional properties**.
To know more about additional properties, see [Create a flow in Workflow Studio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/create-flow.md).
8. Select **Build flow**.
3. Create a trigger.
1. Select **Add a Trigger**.
2. Search and select **Application**.
3. Select **Inbound Email**.
4. Select Email conditions with **AND** operator.
- Select **Type** is **received**.
- Select **Receive type** is **New**.
- Select **To** contains **customerservice@example.com**.
**Note:** **customerservice@example.com** is a sample email address. Specify the actual email address that should be configured as the default for creating email interactions.
5. Leave the Reply Record Type as empty.
6. Select **Done**.
4. Select **Add an Action, Flow Logic, or Subflow** and select any of the following.
- Action
- Flow Logic
- Subflow
**Note:** After you have created action entries, you can select multiple actions using **Select multiple**.
5. Add error handler.
1. To enable the error handling, slide the **ERROR HANDLER** toggle switch.
2. Select **Add an Action, Flow Logic, or Subflow** and select any of the following.
- Action
- Flow Logic
- Subflow
6. Verify the email flow and modify it if necessary.
7. Select **Save**.
8. Select **Activate**.
9. From the confirmation dialog box, select **Activate**.
**Related topics**
[Create a flow in Workflow Studio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/create-flow.md)
## Update an interaction
Modify existing interaction records, verifying that all email communication details are updated.
### Before you begin
Role required: admin, workspace\_admin, awa\_agent, sn\_customerservice\_consumer\_agent, or sn\_customerservice\_agent
### Procedure
1. Navigate to **All** > **Process Automation** > **Workflow Studio**.
2. Create a flow.
1. Select **Flows**.
2. Select **New**.
3. Select **Flow**.
4. In the **Flow name** field, enter the flow name.
5. Select the application scope from the Application list.
6. In the **Description** field, enter the description.
7. Select **Show additional properties**.
To know more about additional properties, see [Create a flow in Workflow Studio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/create-flow.md).
8. Select **Build flow**.
3. Create a trigger.
1. Select **Add a Trigger**.
2. Search and select **Application**.
3. Select **Inbound Email**.
4. Select Email conditions with **AND** operator.
- Select **Type** is **received**.
- Select **Receive type** is **Reply**.
5. Leave the Reply Record Type as empty.
6. Select **Done**.
4. Select **Add an Action, Flow Logic, or Subflow** and select any of the following.
- Action
- Flow Logic
- Subflow
**Note:** After you have created action entries, you can select multiple actions using **Select multiple**.
5. Add error handler.
1. To enable the error handling, slide the **ERROR HANDLER** toggle switch.
2. Select **Add an Action, Flow Logic, or Subflow** and select any of the following.
- Action
- Flow Logic
- Subflow
6. Verify the email flow and modify it if necessary.
7. Select **Save**.
8. Select **Activate**.
9. From the confirmation dialog box, select **Activate**.
**Related topics**
[Create a flow in Workflow Studio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/create-flow.md)
| title | Define a custom flow to create or update email interactions |
| description | Define email-related business processes using Workflow Studio. This tool enables you to manage emails along with your customer service processes through a visual interface without having to design or request complex scripts.Create an interaction record to capture customer details.Modify existing interaction records, verifying that all email communication details are updated. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/defining-custom-flow-create-update-email-interactions.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 CSM |
| breadcrumb | Configure flows for incoming emailsEmail InteractionConfigure EmailConfigure omnichannelConfigureCustomer Service Management |