Email Interaction › Email channel › Enable communication channels › Configure › Customer Service Management

Release: Australia · Updated: 2026-06-25 · Official documentation · View source

Customize the email interaction experience

Customize the Email Interaction record page in UI Builder for agents.

Before you begin

Role required: admin

For more information on UI Builder, see UI Builder.

Navigate to All > Now Experience Framework > UI Builder.
On the UI Builder page, select Experiences tab.
On the Experiences page, search and select CSM/FSM Configurable Workspace.
Navigate to Pages and variants > Record > Email Interaction Page.
Select the Open menu icon.
Select Duplicate variant.

For more information, see Create a page variant.
On the Tell us about your variant screen, enter Custom Email Interaction Page in the Name field.

Note: Don’t change the Conditions field.
Select Create.

The Page variant opens.
Select the Settings tab.
Enter a lower value in the Order field.

For example, -1100.
Select Save.

You can customize the page in the UI builder.