---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Enable agents to reply with email history

# Enable agents to respond to customers with email activity history {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

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

## Antes de Iniciar

Role required: admin

## Procedimento

1. Navigate to AllEmail ClientEmail Client Templates.
2. Search and select Email response to customer.  
   Nota:  
   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>`.  
   Nota:  
   * 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://www.servicenow.com/docs/access?context=t_CreateAnEmailClientTemplate&version=australia&pubname=australia-platform-administration&ft:locale=en-US).
   {#enable-agent-respond-customer-email-activity-history__ul_bwd_3n5_xfc}
4. Select Update.

## Resultado

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".
**Tarefas relacionadas**   

* [Send case email replies containing interaction emails in activity history](https://servicenow-prod.fluidtopics.net/LKdnyaqivR~XF8eJ4fRSHA "Include emails from related interactions in agent case email responses to provide full context of prior email communications. The history is created by embedding an email script within an email client template.")