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

View notifications on email response

View notifications on email responses that are received from the customer in the ongoing email conversation.

Before you begin

Role required: sn_customerservice_agent, or sn_customerservice_manager

Procedure

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

  2. Select the ongoing tab icon (

Image omitted: ongoing-tab-icon-new-eaai.png
Ongoing tab icon\).
A list of ongoing email interactions is displayed.
  1. Select the relevant email interaction.

Result

The interaction record displays the latest email responses.