Enable agents to respond to customers with email activity history

task australia Updated Mar 12, 2026 1 min read enable-agent-respond-customer-email-activity-history.md

Enable agents to respond to customers with email activity history, which is created by embedding a mail script in an email client template.

Before you begin

Role required: admin, sn_esm_agent

Note: Agents need the sn_esm_agent role to view the email client and email templates.

Procedure

Navigate to All > Email Client > Email Client Templates.
Search and select Email response to customer.

Note: If a message appears about the application scope, select here to be able to edit the record.
In the  **Body HTML ** field, enter <div id="collapsible-content">${mail_script:get_email_interaction_activity_history_for_reply}</div>.

Note:
- The number of emails in the activity history matches the value set in the system property, number_of_activities_in_notification.
- You can also create a client template and map it to the Interaction table. For more information, see Create an email client template.
Select Update.

Result

The get_activity_of_case_and_related_interaction_for_email script retrieves and formats cases and related interaction email history, adding it to the email client in the agent workspace. The content is hidden behind ellipses within a DIV tag with the ID “collapsible-content".

Keywords Email Interaction for CSM

50 lines · 2.4 KB Wrap lines

---
title: Enable agents to respond to customers with email activity history
description: Enable agents to respond to customers with email activity history, which is created by embedding a mail script in an email client template.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/enable-agent-respond-customer-email-activity-history.html
release: australia
topic_type: task
last_updated: "2026-03-12"
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]
---

# Enable agents to respond to customers with email activity history

Enable agents to respond to customers with email activity history, which is created by embedding a mail script in an email client template.

## Before you begin

Role required: admin, sn\_esm\_agent

**Note:** Agents need the sn\_esm\_agent role to view the email client and email templates.

## Procedure

1. Navigate to **All** &gt; **Email Client** &gt; **Email Client Templates**.

2. Search and select **Email response to customer**.

**Note:** If a message appears about the application scope, select **here** to be able to edit the record.

3. In the **Body HTML ** field, enter `<div id="collapsible-content">${mail_script:get_email_interaction_activity_history_for_reply}</div>`.

**Note:**

- The number of emails in the activity history matches the value set in the system property, number\_of\_activities\_in\_notification.
- You can also create a client template and map it to the Interaction table. For more information, see [Create an email client template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_CreateAnEmailClientTemplate.md).
4. Select **Update**.

## Result

The get\_activity\_of\_case\_and\_related\_interaction\_for\_email script retrieves and formats cases and related interaction email history, adding it to the email client in the agent workspace. The content is hidden behind ellipses within a DIV tag with the ID “collapsible-content".

**Related topics**

[Send case email replies with interaction email history](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/send-case-email-replies-interaction-emails-activity-history.md)