Email Client in "Compose" section in Record View by default

[Simon38]

Hi all

We're using CSM/FSM Configurable Workspace for both Incidents and Cases. I would like to have the mini Email client active by default in the Compose section of a record. At the moment the Email tab only appears when an agent clicks the reply button on an Email in the activity stream.

Is there a way to activate this by default?

We're running Vancouver.

Thank you for your help!

Cheers

Simon

[Clara Lemos · Accepted solution]

Hi @Simon38 ,

I was able to get the email into the compose component by doing the following.

1. Navigate to Now Experience Framework > UI Builder

2. In the Experiences select : CSM/FSM Configurable Workspace

3. Select CSM default record page

4. Duplicate and create your variant

5. Select Activity Stream Compose

 6. On the right side of you screen navigate to Advanced

7.  Hoover over "Show email mini compose" and click on the pencil icon and select "use static input" 

8. Select Always

9. Click "Save"  (Top Right)

10. Navi gate to Settings and set active to true

Maybe someone will be able to advice in a better/easier solution but if that helps please mark my answer as correct / helpful!
Cheers

[Simon38]

Hi Clara

Thank your for your step-by-step guide, works like a charm!

Cheers

Simon

[Marina Leksina]

Hi Simon, 

were you able to do it also for incidents? if yes - how? 

for me, it worked exclusively for cases. 

[Simon38]

Hi Marina

yes your're right, I just checked and it does not apply for incidents. It seems like the CSM default record page does not apply for incidents...maybe this change needs to be applied on a different record page? I'll have another look at this since I'll also need for incidents in the future.