Work with email interactions in ServiceNow

As an agent, you can manage email interactions directly from the ServiceNow CSM Workspace. You can view, respond to, and manage the interaction from the corresponding interaction record in ServiceNow. You can place interactions on hold, park them for later action, and monitor the assigned work through workspace views such as My Interactions. 

ServiceNow manages the email interaction life cycle, including customer communications, hold states, and interaction ownership, while Genesys Cloud provides routing and assignment services. For more information, see Using email interaction in the ServiceNow documentation.

The following topics describe how email interactions are transferred, managed, and rerouted when Genesys Cloud provides routing services:

Transfer email interactions

For email interactions routed through Genesys Cloud, you can transfer the interaction to another queue or agent using the Transfer Email option. Only the Genesys Cloud-mapped queues and agents appear in the transfer options. When a transfer is initiated, the interaction record is updated in both Genesys Cloud and the ServiceNow instance, and the current agent’s ownership and capacity is released. The full email thread and interaction history are preserved on transfer.

For more information, see Transfer email interactions in the ServiceNow documentation.

Create a case

You can create a case directly from the active email interaction within the CSM workspace. A notification email is sent automatically to the customer with the case details. You can then apply the wrap-up code that indicates the case creation and close the email interaction. 

For more information, see Creating a case from an email interaction in the ServiceNow documentation.

Manage email interactions on hold and rerouting

You can place an active email interaction on hold while waiting for a customer response. ServiceNow automatically updates the interaction status to Parked when the email interactions are marked as On Hold. For more information, see Unified routing of email interactions via CCaaS in the ServiceNow documentation.

As long as the interaction remains connected to or on hold with an agent in ServiceNow, subsequent customer replies do not affect ownership or routing. When the agent disconnects from the interaction, routing control returns to Genesys Cloud, which applies its standard routing logic to determine the next agent assignment.