---
title: Customize the email interaction experience
description: Customize the Email Interaction record page in UI Builder for agents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customize-email-interaction-experience.html
release: australia
topic_type: task
last_updated: "2026-06-25"
reading_time_minutes: 1
keywords: [Email Interaction for CSM]
breadcrumb: [Configure the agent experience for email interactions, Email Interaction, Configure Email, Configure omnichannel, Configure, Customer Service Management]
---

# Customize the email interaction experience

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

## Before you begin

Role required: admin

## About this task

For more information on UI Builder, see [UI Builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/application-development/ui-builder-overview.md).

## Procedure

1.  Navigate to **All** > **Now Experience Framework** > **UI Builder**.

2.  On the UI Builder page, select **Experiences** tab.

3.  On the Experiences page, search and select **CSM/FSM Configurable Workspace**.

4.  Navigate to **Pages and variants** > **Record** > **Email Interaction Page**.

5.  Select the Open menu icon.

6.  Select **Duplicate variant**.

    For more information, see [Create a page variant](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/application-development/create-variant.md).

7.  On the Tell us about your variant screen, enter `Custom Email Interaction Page` in the **Name** field.

    **Note:** Don’t change the **Conditions** field.

8.  Select **Create**.

    The Page variant opens.

9.  Select the **Settings** tab.

10. Enter a lower value in the **Order** field.

    For example, -1100.

11. Select **Save**.


## Result

You can customize the page in the UI builder.