Routing and assigning an email interaction to agents

concept australia Updated Sep 10, 2026 1 min read routing-assigning-email-interaction-agents.md

Route and assign email interactions to the appropriate agents based on predefined rules and criteria.

When agents accept email interactions routed by Advanced Work Assignment (AWA), the interaction state changes from New to Work in progress and it’s assigned to the agent.

For information on the configuration required to route and assign email interactions, see Configure Advanced Work Assignment for routing email interactions.

Alternatively, agents can assign the email interactions manually.

Assign an interaction manually

Manually assign an interaction that is in the New state to yourself or another agent.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or sn_customerservice.consumer_agent

About this task

The Assign to me button is only visible if the interaction is in the New state and the Assigned to field is empty.

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.).
From the Interactions section, select My Interactions.
Open an interaction.

Assign the interaction in one of the following ways.

Option	Description
Assign the interaction to yourself	Select Assign to me. The Assigned to field gets populated with the agent's name and the state changes to Work in Progress.
Assign the interaction to another agent	Select an agent in the Assigned to field and select Save.

Keywords Email Interaction for CSMEmail Interaction for CSM

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---
title: Routing and assigning an email interaction to agents
description: Route and assign email interactions to the appropriate agents based on predefined rules and criteria.Manually assign an interaction that is in the New state to yourself or another agent.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/routing-assigning-email-interaction-agents.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [Email Interaction for CSM, Email Interaction for CSM]
breadcrumb: [Using Email Interaction for CSM, Customer communication, Use, Customer Service Management]
---

# Routing and assigning an email interaction to agents

Route and assign email interactions to the appropriate agents based on predefined rules and criteria.

When agents accept email interactions routed by Advanced Work Assignment \(AWA\), the interaction state changes from New to Work in progress and it’s assigned to the agent.

For information on the configuration required to route and assign email interactions, see [Configure Advanced Work Assignment for routing email interactions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-advanced-work-assignment-route-email-interactions.md).

Alternatively, agents can assign the email interactions manually.

## Assign an interaction manually

Manually assign an interaction that is in the New state to yourself or another agent.

### Before you begin

Role required: sn\_customerservice\_agent, sn\_customerservice\_manager, or sn\_customerservice.consumer\_agent

### About this task

The **Assign to me** button is only visible if the interaction is in the New state and the **Assigned to** field is empty.

### Procedure

1. Navigate to **All** &gt; **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. From the Interactions section, select **My Interactions**.

4. Open an interaction.

5. Assign the interaction in one of the following ways.

|Option|Description|
|------|-----------|
|**Assign the interaction to yourself**|Select **Assign to me**. The Assigned to field gets populated with the agent's name and the state changes to Work in Progress.|
|**Assign the interaction to another agent**|Select an agent in the **Assigned to** field and select **Save**.|