Enable agents to respond to customers with email activity history

  • Release version: Yokohama
  • Updated January 30, 2025
  • 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. View Email response to the customer.
    3. Select Email response to customer.
    4. In the  Body HTML  field, enter <div id="collapsible-content">${mail_script:get_email_interaction_activity_history_for_reply}</div>.
      This script, get_email_interaction_activity_history_for_reply (available by default), retrieves and formats email activity 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".

      The number of emails in the activity history matches the value set in the system property, number_of_activities_in_notification.

      Note:
      You can also create a client template and map it to the Interaction table. For more information, see Create an email client template.