Email interaction sections

Use the sections on the email interaction page to view and update contact, interaction, and activity details.

Field	Description
Name	Name of the customer contact.
Mobile phone	Mobile phone number of the customer contact.
Business phone	Business phone number of the customer contact.
Email	Email address of the customer contact.
Street	Name of the street.
City	Name of the city.
State/Province	Name of the state or province.
Account	Account with which the customer contact is associated.

Field

Description

Lookup by name, phone, or email

Component for looking up a contact by name, phone number, or email address: - Search for a contact by name, phone number, or email address. Matching results appear in record cards as characters are entered in the search box. - Select a contact by selecting the matching record card. The record card replaces the lookup component. You can also create a record to add a guest user as a contact. For more information, see Create a customer contact.

Field	Description
Number	Automatically created interaction number.
Type	Type of customer interaction, which is Email.
Account	Name of the customer contact's company. This field is filled in automatically if the information is available in the contact record.
Contact	Name of the customer contact.
Consumer	Name of the consumer.
Guest Email	Email address of the guest user.
Verified	Option to mark the record as verified or validated.
State	Current state of the interaction. For more information, see Interaction states.
Assigned to	Name of the assigned user.
Consumer Profile	Information about the consumer.
Requester Organization	Organization requesting the omnichannel interactions.
Short description	Brief description of the customer issue.
Work notes	Information about the interaction and the work being done to resolve the customer issue.

Application	Description
Work notes	Internal notes documented for the agent's reference. These notes are visible only to agents and not to customer. When a work note is created, it appears in the Activity stream. For more information on work notes, see Compose a work note for internal use.
Email	Compose and send emails without leaving the record. For more information, see Compose an email response.Note: The first email response that the agent sends is used to calculate the first response time duration, which is then populated in the First response wait time field.
Filters	Filters for emails, work notes, and field changes on the interaction.
Activity	View of email conversations between the agent and the customer. For more information, see Using the activity stream in an email interaction.
Summarize this interaction	Displays the AI-generated summary of the email interaction. Agents can refresh the summary, copy it, provide feedback, or save it to the interaction record. Note: AI-generated summaries may be inaccurate. Review the summary before using it. Check your entitlements to determine whether you have access to this feature.

Application	Description
Attachments	Displays files and documents associated with the current record or interaction.
Recommended Actions	Displays the most relevant next steps based on the current context. For more information, see Using the Recommended Actions application.
Consumer Verify	Confirms the identity or details of the consumer involved in the interaction. For more information, see Lookup and verify.
Contact Verify	Confirms the identity or details of the contact involved in the interaction. For more information, see Lookup and verify.
Response Template	Displays the response template required to respond to the customer. For more information, see Compose emails and work notes using response templates.
Related Lists	Displays associated items such as emails, tasks, knowledge articles, and open cases linked to the current interaction.- Related Email Interactions: Lists the email interactions linked to the current interaction. - Emails: Displays all the emails associated with the interaction. - Draft Emails: Find emails that are currently being drafted and not yet sent. - Related Tasks: Lists all cases created out of an interaction. - Related Knowledge Articles: Displays relevant knowledge articles that can provide further information related to the interaction. - Open Cases: Shows any open cases that are related to the consumer or contact.
Customer History	Displays customer, consumer, or account history information, depending on the customer information provided on the interaction record. This tab includes a search field, filter, and date range selector that agents can use to find specific information in the history. For more information on the customer history, see Customer History component features.

Control	Description
Summarize	Generates an AI summary of the email interaction using ServiceNow Otto. The summary appears in the Interaction Summary card and may include Issue, Key Actions Taken, and Next Steps depending on the email content.Note: AI-generated summaries may be inaccurate. Review the summary before using it. Check your entitlements to determine whether you have access to this feature. For more information, see AI summarization of email interactions and Summarize an email interaction
View less or View more	Collapses or expands the AI summary card.
Copy icon	Copies the summary content to the clipboard.
Helpful or Not helpful icons	Submits feedback on the quality of the AI-generated summary.
Refresh icon	Regenerates the summary when email interaction data has changed since the original summary was created.
Information icon	Displays the AI disclaimer: `AI summarized this using the record details. Check it for accuracy.`

Application	Description
Create Case	Creates a case from the interaction.
Close	Closes the email interaction.
Save	Saves the updates made in the email interaction.
Associate Record	Associates existing cases with the current interaction.
Assign to me	Assigns the interaction to the current agent.Note: Assign to me is visible only in interactions in the New state and when the Assigned to field is empty.
Summarize	Generates an AI summary of the email interaction on demand. Check your entitlements to determine whether you have access to this feature. For more information, see AI summarization of email interactions.

Related topics

Using email interaction page

AI summarization of email interactions