Send case email replies with interaction email history

task brazil Updated Sep 10, 2026 1 min read send-case-email-replies-interaction-emails-activity-history.md

Include emails from related interactions in agent case email responses to provide full context of prior email communications. You can create history by embedding an email script within an email client template.

Before you begin

Role required: admin

Procedure

Navigate to All > Email Client > Email Client Templates.
Search and select reply-for-customer-service.

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

Note:
- The number of emails in the activity history matches the value set in the system properties, include_system_emails_in_notification and number_of_activities_in_reply.
- 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".

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---
title: Send case email replies with interaction email history
description: Include emails from related interactions in agent case email responses to provide full context of prior email communications. You can create history by embedding an email script within an email client template.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/send-case-email-replies-interaction-emails-activity-history.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure email replies and notifications for cases, Email to case, Configure Email, Configure omnichannel, Configure, Customer Service Management]
---

# Send case email replies with interaction email history

## Before you begin

Role required: admin

## Procedure

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

2. Search and select **reply-for-customer-service**.

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

3. On the Content tab, in the **Body HTML ** field, enter `<div id="collapsible-content">${mail_script:get_activity_of_case_and_related_interaction_for_email}</div>`.

**Note:**

- The number of emails in the activity history matches the value set in the system properties, **include\_system\_emails\_in\_notification and number\_of\_activities\_in\_reply**.
- 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/brazil/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**

[Enable agents to respond to customers with email activity history](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/enable-agent-respond-customer-email-activity-history.md)