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Email Interaction › Email channel › Enable communication channels › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure an ongoing notification for email interactions

Configure an ongoing notification for email interactions. Configure the ongoing menu item on the toolbar in the CSM Configurable workspace for agents.

Before you begin

Role required: admin

Procedure

  1. Navigate to All > Advanced Work Assignment > Settings > Presence States.

  2. From the Service channels section, from the Available list, select Email (or a custom email channel) and Chat – Asynchronous.

  3. Add the selected items to the Selected list.

  4. Select Update.