Wrap up email interactions

task australia Updated Sep 10, 2026 1 min read wrap-up-email-interactions-eaai.md

Close email interactions with a wrap-up code to categorize the interaction outcome. Wrap-up codes support both AWA-routed and CCaaS-routed email interactions.

Before you begin

An administrator must configure internal wrap-up codes. See Wrap up email interactions.

Role required: sn_customerservice_agent

About this task

In the following scenarios, the system assigns a wrap-up code automatically:

When a case is created from an interaction, the wrap-up code is auto-selected to Task Created and the interaction is closed complete.
When the wrap-up window times out, the default wrap-up code Issue resolved is auto-saved.
When the interaction automatically closes because the customer doesn’t respond, the wrap-up code is set to Closed due to customer inactivity.

For more information, see Automatic wrap-up code assignment in Using Email Interaction for Customer Service Management.

Procedure

Navigate to Workspaces > 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.
Select Close.

The system auto-detects the routing source (AWA or CCaaS) and displays the wrap-up modal with internal wrap-up codes configured by the administrator. The interaction state iss updated to Wrap Up. Select the appropriate wrap-up code from the list.
Select Submit and Close.

Result

The email interaction is updated to Closed Complete state.
For AWA-routed interactions, the selected wrap-up code is saved in the wrap-up segment table.
For CCaaS-routed interactions, the selected wrap-up code is returned to CCaaS and synced back to the instance.

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---
title: Wrap up email interactions
description: Close email interactions with a wrap-up code to categorize the interaction outcome. Wrap-up codes support both AWA-routed and CCaaS-routed email interactions.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/wrap-up-email-interactions-eaai.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Using Email Interaction for CSM, Customer communication, Use, Customer Service Management]
---

# Wrap up email interactions

Close email interactions with a wrap-up code to categorize the interaction outcome. Wrap-up codes support both AWA-routed and CCaaS-routed email interactions.

## Before you begin

An administrator must configure internal wrap-up codes. See [Wrap up email interactions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/wrap-up-email-interactions-eaai.md).

Role required: sn\_customerservice\_agent

## About this task

In the following scenarios, the system assigns a wrap-up code automatically:

- When a case is created from an interaction, the wrap-up code is auto-selected to Task Created and the interaction is closed complete.
- When the wrap-up window times out, the default wrap-up code Issue resolved is auto-saved.
- When the interaction automatically closes because the customer doesn’t respond, the wrap-up code is set to Closed due to customer inactivity.

For more information, see Automatic wrap-up code assignment in [Using Email Interaction for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/using-email-interaction-customer-service-management.md).

## Procedure

1. Navigate to **Workspaces** &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. In the Interactions section, select **My Interactions**.

4. Open an email interaction.

5. Select **Close**.

The system auto-detects the routing source \(AWA or CCaaS\) and displays the wrap-up modal with internal wrap-up codes configured by the administrator. The interaction state iss updated to Wrap Up. Select the appropriate wrap-up code from the list.

6. Select **Submit and Close**.

## Result

- The email interaction is updated to Closed Complete state.
- For AWA-routed interactions, the selected wrap-up code is saved in the wrap-up segment table.
- For CCaaS-routed interactions, the selected wrap-up code is returned to CCaaS and synced back to the instance.