---
title: Configure routing for email interactions
description: Route email interactions to the right agents based on availability, capacity, and optionally skills.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/configure-routing-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]
---

# Configure routing for email interactions

Route email interactions to the right agents based on availability, capacity, and optionally skills.

Email interactions reach agents through Advanced Work Assignment \(AWA\). The Email service channel is created when you install Email Interaction for CSM, so you can confirm it's in place and then set up the queue, assignment rule, and agent group that AWA uses to assign work.

You can also route email interactions with a third-party provider. For more information, see [Enable external routing for queues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/enable-awa-external-routing.md).