---
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


---

# Send an email response from a case activity stream

# Send an email response from a 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

Respond to cases using options within a customer email thread. You may not require
using another email client which saves time and effort.

## Antes de Iniciar

Role required: sn_customerservice_agent

## Por Que e Quando Desempenhar Esta Tarefa

You can read and respond to large emails easily in a full screen which opens up in a new tab. Responding to a customer's email from within a case using the reply, reply all, or forward options, includes the content from previous
conversation thread. These options are available by default. An admin can disable these options. For more information, see [Disable email responses from the case activity stream](https://servicenow-prod.fluidtopics.net/MToXwbZFG6pIfpbzafRCgQ "Disable email responses from the case activity stream. Stop agents from interacting with customers directly.").

## Procedimento

1. Open CSM Configurable Workspace.
2. Select and open the case from the activity stream for which you want to send or forward a response.  
   The case opens up in a new tab.
3. Click Reply in the Activity Stream to write a response to the customer or click the ![More options icon.]() icon and select Reply All to reply to all the customer email ids mentioned in the original email or select Forward to forward the email to any other email ids not mentioned earlier.
4. Based on the selection, the Reply Email, Reply All Emails, and Forward Email screens opens in full screen in a new tab.  
   Nota:  
   You can click the ![File attachment icon.]() icon to add attachments from the file system or delete attachments already associated with the existing case.
5. Compose your email and click Send.
**Tópicos relacionados**   

* [Activity formatter](https://www.servicenow.com/docs/access?context=c_ActivityFormatter&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
* [Email properties](https://www.servicenow.com/docs/access?context=c_EmailProperties&version=australia&pubname=australia-platform-administration&ft:locale=en-US)