Configure Unified Experience for ServiceNow email routing

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Genesys Cloud, a Contact Center as a Service (CCaaS) provider, integrates with ServiceNow to enable intelligent routing of incoming customer emails to appropriate agents or queues through the Unified Experience integration. Agents manage email interactions entirely within the ServiceNow Customer Service Management (CSM) workspace, while ServiceNow controls the email interaction lifecycle including hold durations, time limits, customer notifications, acknowledgments, and parked email management through the ServiceNow user interface. When emails are routed through Genesys Cloud, the integration passes customer email details—including To, From, Subject, and Body fields—to the corresponding email conversation in Genesys Cloud. CC addresses are passed as participant attributes since Genesys Cloud email conversations do not include a native CC field. Configuration requires two primary steps in ServiceNow. First, administrators must configure the email service channel by navigating to Service Channels, creating a new channel with Type set to Email, and establishing Utilization conditions specifying that Type is Email and State is either New or Work in Progress, with default work item size and capacity both set to 1. Second, administrators must create external queues in ServiceNow that map to Genesys Cloud queues by selecting Email as the service channel, enabling external third-party routing, and designating Genesys Cloud (Email) as the provider. This requires obtaining queue IDs from pre-configured Genesys Cloud queues and ensuring each service channel has unique Utilization conditions when configuring multiple interaction types. Genesys Cloud requires configuration of either a provider queue ID or an external request ID to route interactions. Users must enter the Genesys Cloud queue ID for standard queue-based routing, or alternatively specify the External Request ID and corresponding Genesys Cloud Architect flow ID when utilizing external request handling instead of a queue.

The Unified Experience from Genesys and ServiceNow integration enables intelligent routing of incoming customer emails to the most appropriate and available agent or queue. Agents manage email interactions entirely within the ServiceNow workspace. For more information about using email interactions in CSM workspace, see Using Email Interaction for Customer Service Management in the ServiceNow documentation.

Genesys Cloud, the Contact Center as a Service (CCaaS) provider, routes the emails to appropriate agents. The agents manage the email interactions in the ServiceNow CSM workspace. ServiceNow controls the email interaction lifecycle management including hold durations, time limits, customer notifications, acknowledgments, and parked email management, all of which are managed through the ServiceNow user interface.

When a ServiceNow email is routed through Genesys Cloud, the integration passes the details of the customer’s email to the corresponding email conversation in Genesys Cloud. The To, From, Subject, and Body values populate the corresponding fields of the email conversation. As Genesys Cloud email conversations do not include a CC field, the CC address must be passed as a participant attribute instead. For more information, see Configure attribute mapping between Genesys Cloud and ServiceNow.

Complete the following steps in ServiceNow to route the emails to the appropriate agent through Genesys Cloud.

Configure the email service channel in ServiceNowClick to expand

Service channel for email must be set up and active in ServiceNow. For more information, see Create or configure a service channel.

Note: When configuring service channels for multiple interaction types, ensure that each service channel has a unique set of Utilization conditions. For example, if a separate service channel is configured for each interaction type, the interaction type itself can be used as the distinguishing Utilization condition for each service channel.

Log in to ServiceNow.
Navigate to All > Service Channels.
Click New.
Enter the following information for the service channel:
- Name – Name of the service channel to be configured.
- Inbox Order – The order in which the service channel items appear in the agent inbox.
- Active – Select this option.
- Table – Select Interaction [interaction] from the list.
- Assign to field – Select Assigned to from the list.
- Assignment group field – Select Assignment group from the list. Field that references the user assigned to the item.
- Type – Select Email from the list.
Under the Capacity and Utilization section, enter the following details:
- Default work item size – Enter 1 as the value.
- Default capacity – Enter 1 as the value.
- Utilization condition – Add the following conditions:
  - Type is Email
  - State is one of New or Work in Progress
Click Submit.

Create external queues in ServiceNowClick to expand

Before you create external queues:

Create and configure queues in Genesys Cloud.
Obtain the queue ID. For more information, see How can I get the queue ID for my queue in Genesys Cloud?

Create external queues within the ServiceNow platform that map back to the Genesys queues to facilitate external routing. With the setup of Unified Experience from Genesys and ServiceNow integration, administrators can now create queues in ServiceNow that are externally routed to Genesys Cloud. When you create a queue in ServiceNow, select the following options:

Service channel – Email.
Condition mode – Simple.
Workitem routing condition – Type > is > Email.
External – Select the option for third-party routing.
Under the External third-party routing section, select the following options:
- Provider – Select Genesys Cloud (Email) from the list.
- Provider queue ID – Enter the Genesys Cloud queue ID, or enter the External Request ID if you are using an external request instead of a queue.
- External request ID – If you are not using a queue, enter the flow ID of the Genesys Cloud Architect flow instead.

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