---
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


---

# Disable email responses from the case activity stream

# Disable email responses from the case activity stream {#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

Disable email responses from the case activity stream. Stop agents from interacting with customers directly.

## Antes de Iniciar

Role required: admin

## Por Que e Quando Desempenhar Esta Tarefa

By default, customer service agents can respond to cases using options within a customer email thread instead of having to use another email client. Agents can use the Reply,
Reply All, and Forward buttons in the case activity stream to respond to customer
emails.

You can disable this feature and hide these buttons from the Agent Workspace or Configurable Workspace application.

## Procedimento

1. Navigate to All and enter <kbd class="ph userinput">sys_properties.list</kbd>.  
   The System Properties page opens.
2. Select New.
3. Create a system property with the name sn_agent_workspace.activity_email_options_enabled.
4. Set the value to false.
5. Select Submit.

## Resultado

Users with the role sn_customerservice_agent are now unable to reply to or forward emails.