---
title: Create a consumer or contact record
description: Create a consumer or contact from the Lookup and Verify feature in the contextual side panel.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-consumer-customer-record.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
keywords: [Email Interaction for CSM]
breadcrumb: [Verify user details, Engage via email interactions, Using Email Interaction for CSM, Customer communication, Use, Customer Service Management]
---

# Create a consumer or contact record

Create a consumer or contact from the Lookup and Verify feature in the contextual side panel.

## Before you begin

Role required: sn\_customerservice\_agent, sn\_customerservice.consumer\_agent, workspace\_admin, or admin

In addition to the preceding roles, a user with any one of the sn\_crm\_consumer\_data\_manager, sn\_crm\_consumer\_relationship\_data\_manager, sn\_crm\_foundation\_data\_manager, or sn\_crm\_foundation\_admin roles can create a consumer. A user with any one of the sn\_crm\_account\_data\_manager, sn\_crm\_account\_relationship\_data\_manager, sn\_crm\_foundation\_data\_manager or sn\_crm\_foundation\_admin can create a Contact record.

## About this task

As an agent, you can use the Lookup and Verify feature to search for consumers and contacts. After verifying a customer’s information, you can populate that information on the interaction record.

If you can't find a consumer or contact or if the customer is a guest, you can create a record for that customer using the feature.

## Procedure

1.  Navigate to **Workspaces** > **CSM/FSM Configurable Workspace**.

2.  Select the List icon \(\[Omitted image "List\_icon.jpg"\] Alt text: List icon\).

3.  In the Interactions section, select **My Interactions**.

4.  Open an email interaction.

5.  In the contextual side panel, select the Consumer Verify icon \(\[Omitted image "consumer\_verify\_icon\_EaaI.jpg"\] Alt text: Consumer Verify icon\) or the Contact Verify icon \(\[Omitted image "contact\_verify\_icon\_EaaI.jpg"\] Alt text: Contact Verify icon\).

6.  Enter name, phone number, email address, or record number to search for a consumer or contact.

7.  If you can’t locate the consumer or contact and choose to create a record, select **Create Consumer** or **Create Contact**.

    The system displays the Create Consumer or Create Contact form in the contextual side panel.

8.  Add information to the fields on the form and select  **Create**.


## Result

The system performs these actions:

-   Saves the consumer or contact record.
-   Creates and displays the consumer or contact card.
-   Adds the information to the interaction record.