How to Enable Reply to Customer from Auto-Created Case (Inbound Email)

[swethavelu]

Hi Community,

I have a flow in ServiceNow that automatically creates a Case when an inbound email is received from customer. My requirement is:

• After the case is created, the support team should be able to open the case and reply back to the customer via email.
• For example, if we need additional details from the customer, the agent should send an email directly from the case record.

Questions:

1. Is it possible to reply back to the customer from the Case form?
2. What is the best way to configure this? 
3. How can I ensure that the email conversation stays linked to the same case when the customer replies back?

Any guidance on enabling this feature and best practices would be greatly appreciated!
Thanks in advance.

[Ankur Bawiskar · Accepted solution]

@swethavelu 

the things you are looking for are mostly available OOTB.

agent can use Compose Email feature in workspace and send email from Case record. this is OOTB feature available.

When customer replies to that email, the OOTB inbound email action of type Reply will update the case

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[swethavelu]

Hi @Ankur Bawiskar 

Thanks for your response. By the way i have enabled the Compose email button from UI action, but when i opened my auto created case and click the "Compose Email" button nothing is happening. Is there any plugin to enable this feature in my PDI?

[Ankur Bawiskar]

@swethavelu 

in PDI email sending and receiving is disabled I believe.

Why are you not checking directly in customer's dev instance?

If from compose email the email comes in email logs it means email will be sent.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Dr Atul G- LNG]

Hi @swethavelu 

Try this solution in your dev instance to enable email for testing purposes.
Just note: if you enable this, it will allow all outgoing and incoming emails in your PDI.

https://www.servicenow.com/community/developer-forum/solution-how-to-configure-email-account-in-serv...