Is it possible to capture email replies in the activity stream of a record

[V Thejesh]

When a user replies to a notification email, can that reply be logged automatically in the record’s Activity/Work Notes/Additional Comments?
If this is possible, what is the recommended approach

[Hemanth M1]

Hi @V Thejesh ,

This is typical OOB behavior. However, the actual email should have been sent from ServiceNow, otherwise, you need to set up custom logic for this.

Is the actual email being sent from ServiceNow? (The one to which the user replies.)

would like to know more on this process (how would users replies, which email, subject line, etc...)

[Ankur Bawiskar]

@V Thejesh 

this happens OOTB if the incoming email is a reply type on the same record which you are checking

please share some more details

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

[AndersBGS]

Hi @V Thejesh ,

for sure, that is what the watermark is for when sending mails from ServiceNow .

[Dr Atul G- LNG]

Hi @V Thejesh 

This is completely out of the box unless the user replies to the same email they received from SN and responds without deleting any watermark. In that case, all the policies are captured within the same incident, so no special configuration is required for this matter.