Using Activity stream in an email interaction

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • View an email conversation between an agent and a customer in the Activity stream of the email interaction. The Activity stream enables agents to communicate with customers and make internal notes about the work done on an interaction. The Activity stream updates when an email is sent or received, or when a work note is posted.

    Agents can perform the email interaction related tasks in the Activity stream.

    Role required: sn_customerservice_agent or sn_customerservice.consumer_agent.

    Table 1. Actions agents can perform in the Activity stream
    Task Description
    View emails, work notes, and field changes associated with the email interaction

    The activity in the interaction shows emails and work notes by default.
    Add work notes In the Compose section:
    1. Select Work notes.
    2. Add the information to the text field.
    3. Select Post Work Notes.

    The post is added to the Activity stream.
    Compose emails

    Send emails from the Activity stream without leaving the interaction view.

    In the Compose section:

    1. Select the Email tab.

      An email draft opens.

    2. Compose your email.
    3. Select  Send Email.

    The email is added to the Activity section.
    Filter posts Select the filter icon (Filter icon) at the top of the Activity section to display the filter options:
    • Post types: Select the types of posts to view, such as emails, work notes, or field changes.

      Post types

    • Field changes:  Select specific fields to view information in posts for only those fields.

      Field Changes

    • Flagged: View posts that have been flagged as important.
    • Filter sets: Select a filter set to filter the items based on the defined criteria or select Create Filter to create a filter.

      Filter sets
    Search Select the search icon (Search icon) to search for a message.
    Sort posts Select the Sort icon (Sort icon) to sort posts from newest to oldest or oldest to newest.
    Expand and collapse posts Select the Expand all activity post icon (Exapnd all activity post icon) to view additional details in posts or select the Collapse all activity post icon (Collapse all activity post icon) to go back to the previous state.