Using the activity stream in an email interaction
View an email conversation between an agent and a customer in the activity stream of the email interaction. The activity stream enables agents to communicate with customers and make internal notes about the work done on an interaction. The activity stream updates when an email is sent or received, or when a work note is posted.
Agents can perform the email interaction related tasks in the activity stream.
Role required: sn_customerservice_agent or sn_customerservice.consumer_agent.
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Task |
Description |
|---|---|
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View emails, work notes, and field changes associated with the email interaction |
The activity in the interaction shows emails and work notes by default. Note: In the activity stream, each email response displays only the latest message in the conversation. To view entire email thread, enable the Email Show Full Conversation property using UI Builder. For more information, see Customize showing a full conversation in UI Builder. |
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Add work notes |
In the Compose section: 1. Select Work notes. 2. Add the information to the text field. 3. Select Post Work Notes. The post is added to the activity stream. Alternatively, select the Pop out in modeless window icon ( [Omitted image "Pop-out_icon_eaai.png"] Alt text: Pop out in modeless window) to compose worknote in a separate dialog. (include icon) The latest work note is annotated with the New Activity marker.[Omitted image "worknotes-new-activity-marker-eaai-new.png"] Alt text: Worknote annotated with New Activity marker |
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Compose emails |
Send emails from the activity stream without leaving the interaction view. In the Compose section:
An email draft opens.
The email is added to the activity stream. Alternatively, select the Pop out in modeless window icon ( [Omitted image "Pop-out_icon_eaai.png"] Alt text: Pop out in modeless window) to compose email in a separate dialog. (include icon) The latest email is annotated with the New Activity marker. [Omitted image "Email_marker_annotated_eaai_final.png"] Alt text: Activity stream shows the latest email annotated with the New Activity marker. |
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View email information with compact header |
Select the show email details icon ([Omitted image "Compact_header_eaai.png"] Alt text: Compact header icon) to view the email information such as subject of the email, sender, and receiver.[Omitted image "Compact_email_header_with_details_eei.png"] Alt text: Cpmpact email header with details |
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Filter posts |
Select the filter icon ([Omitted image "Filter_icon_eaai_new.png"] Alt text: Filter icon) at the top of the activity stream to display the filter options: - Post types: Select the types of posts to view, such as emails, work notes, or field changes. [Omitted image "Post_types_eaai_new.png"] Alt text: Post types
[Omitted image "Field_changes_eaaai_new.png"] Alt text: Field changes
[Omitted image "Filtersets_eaai_new.png"] Alt text: Filter sets |
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Search |
Select the search icon ([Omitted image "Search_icon_eaai_new.png"] Alt text: Search icon) to search for a message. |
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Sort posts |
Select the Sort icon ([Omitted image "Sort_icon_eaai_new.png"] Alt text: Sort icon) to sort posts from newest to oldest or oldest to newest. |
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Expand and collapse posts |
Select the Expand all activity post icon ([Omitted image "Expand_icon_eaai_new.png"] Alt text: Expand all activity post icon) to view additional details in posts. Select the Collapse all activity post icon ([Omitted image "Collapse_icon_eaai_new.png"] Alt text: Collapse all activity post icon) to go back to the previous state. |
--- title: Using the activity stream in an email interaction description: View an email conversation between an agent and a customer in the activity stream of the email interaction. The activity stream enables agents to communicate with customers and make internal notes about the work done on an interaction. The activity stream updates when an email is sent or received, or when a work note is posted. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/using-activity-stream-in-an-email-interaction.html release: australia topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 2 keywords: [Email Interaction for CSM] breadcrumb: [Engage via email interactions, Using Email Interaction for CSM, Customer communication, Use, Customer Service Management] --- # Using the activity stream in an email interaction View an email conversation between an agent and a customer in the activity stream of the email interaction. The activity stream enables agents to communicate with customers and make internal notes about the work done on an interaction. The activity stream updates when an email is sent or received, or when a work note is posted. Agents can perform the email interaction related tasks in the activity stream. Role required: sn\_customerservice\_agent or sn\_customerservice.consumer\_agent. <table id="table_csm_base_entities"><thead><tr><th> Task </th><th> Description </th></tr></thead><tbody><tr><td> View emails, work notes, and field changes associated with the email interaction </td><td> The activity in the interaction shows emails and work notes by default. **Note:** In the activity stream, each email response displays only the latest message in the conversation. To view entire email thread, enable the Email Show Full Conversation property using UI Builder. For more information, see [Customize showing a full conversation in UI Builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customize-show-full-conversation.md). </td></tr><tr><td> Add work notes </td><td> In the Compose section: 1. Select Work notes. 2. Add the information to the text field. 3. Select **Post Work Notes**. The post is added to the activity stream. Alternatively, select the Pop out in modeless window icon \( \[Omitted image "Pop-out\_icon\_eaai.png"\] Alt text: Pop out in modeless window\) to compose worknote in a separate dialog. \(include icon\) The latest work note is annotated with the New Activity marker.\[Omitted image "worknotes-new-activity-marker-eaai-new.png"\] Alt text: Worknote annotated with New Activity marker </td></tr><tr><td> Compose emails </td><td> Send emails from the activity stream without leaving the interaction view. In the Compose section: 1. Select the **Email** tab. An email draft opens. 2. Compose your email. 3. Select **Send Email**. The email is added to the activity stream. Alternatively, select the Pop out in modeless window icon \( \[Omitted image "Pop-out\_icon\_eaai.png"\] Alt text: Pop out in modeless window\) to compose email in a separate dialog. \(include icon\) The latest email is annotated with the New Activity marker. \[Omitted image "Email\_marker\_annotated\_eaai\_final.png"\] Alt text: Activity stream shows the latest email annotated with the New Activity marker. </td></tr><tr><td> View email information with compact header </td><td> Select the show email details icon \(\[Omitted image "Compact\_header\_eaai.png"\] Alt text: Compact header icon\) to view the email information such as subject of the email, sender, and receiver.\[Omitted image "Compact\_email\_header\_with\_details\_eei.png"\] Alt text: Cpmpact email header with details </td></tr><tr><td> Filter posts </td><td> Select the filter icon \(\[Omitted image "Filter\_icon\_eaai\_new.png"\] Alt text: Filter icon\) at the top of the activity stream to display the filter options: - Post types: Select the types of posts to view, such as emails, work notes, or field changes. \[Omitted image "Post\_types\_eaai\_new.png"\] Alt text: Post types - Field changes: Select specific fields to view information in posts for only those fields. \[Omitted image "Field\_changes\_eaaai\_new.png"\] Alt text: Field changes - Flagged: View posts that have been flagged as important. - Filter sets: Select a filter set to filter the items based on the defined criteria or select **Create Filter** to create a filter. \[Omitted image "Filtersets\_eaai\_new.png"\] Alt text: Filter sets </td></tr><tr><td> Search </td><td> Select the search icon \(\[Omitted image "Search\_icon\_eaai\_new.png"\] Alt text: Search icon\) to search for a message. </td></tr><tr><td> Sort posts </td><td> Select the Sort icon \(\[Omitted image "Sort\_icon\_eaai\_new.png"\] Alt text: Sort icon\) to sort posts from newest to oldest or oldest to newest. </td></tr><tr><td> Expand and collapse posts </td><td> Select the Expand all activity post icon \(\[Omitted image "Expand\_icon\_eaai\_new.png"\] Alt text: Expand all activity post icon\) to view additional details in posts. Select the Collapse all activity post icon \(\[Omitted image "Collapse\_icon\_eaai\_new.png"\] Alt text: Collapse all activity post icon\) to go back to the previous state. </td></tr></tbody> </table>
| title | Using the activity stream in an email interaction |
| description | View an email conversation between an agent and a customer in the activity stream of the email interaction. The activity stream enables agents to communicate with customers and make internal notes about the work done on an interaction. The activity stream updates when an email is sent or received, or when a work note is posted. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/using-activity-stream-in-an-email-interaction.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| keywords | Email Interaction for CSM |
| breadcrumb | Engage via email interactionsUsing Email Interaction for CSMCustomer communicationUseCustomer Service Management |