---
title: AI features for email interactions
description: Use AI to summarize email threads and to link emails received on closed interactions to open cases.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/ai-features-email-interactions.html
release: australia
topic_type: concept
last_updated: "2026-09-30"
reading_time_minutes: 1
keywords: [Email Interaction for CSM]
breadcrumb: [Email Interaction, Configure Email, Configure omnichannel, Configure, Customer Service Management]
---

# AI features for email interactions

Use AI to summarize email threads and to link emails received on closed interactions to open cases.

Two Now Assist skills support email interactions. Email Interaction Summarization generates on-demand summaries of email threads, so agents spend less time reading full conversation histories. Contextual Email Matching analyzes emails received on closed interactions and recommends the open case to link them to.

Both skills are inactive by default. Check your entitlements to confirm you have access before you activate them.