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Using Email Interaction for CSM › Customer communication › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Associate an existing case with an email interaction

Avoid duplicate case creation by associating an existing case with an email interaction.

[Omitted video] Description: Associate an existing case with an email interaction

Before you begin

Role required: sn_customerservice_agent or sn_customerservice_manager

About this task

The interaction must be in a closed complete state before it can be linked to an existing case.

Procedure

  1. Navigate to All > CSM/FSM Configurable Workspace.

  2. Select the List icon (

Image omitted: List\_icon\_eaai\_new.png
List icon that displays the interactions.\).

  1. In the Interactions section, select My Interactions.

  2. Open an email interaction.

  3. From the top section, select the More Actions icon (

Image omitted: Ellipses-icon.jpg
More Actions icon\).

  1. Select Associate Record.

    The Create New Interaction Related Record tab is displayed.

  2. Select the case number from the Task drop-down list.

    You can select the search icon (

Image omitted: Search\_icon\_eaaI-new.png
Search icon\) to view additional information about the task.
  1. Select Save.

Result

The email interaction has been linked to an existing case and displays in the Related Tasks section.