Configure the agent experience for email interactions

---
title: Configure the agent experience for email interactions
description: Set up the tools and display options that agents use while they handle email interactions.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/configure-agent-experience-email-interactions.html
release: brazil
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 the agent experience for email interactions

Set up the tools and display options that agents use while they handle email interactions.

Agents handle email interactions in CSM Configurable Workspace. You can include earlier emails in agent replies, surface Recommended Actions based on the context of an email, change how the activity stream displays email conversations, and give agents wrap-up codes to categorize interactions when they close them.