Enable agents to respond to customers with email activity history

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • 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

    Procedure

    1. Navigate to All > Email Client > 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.
    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".