---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure email replies and notifications for cases

# Configure email replies and notifications for cases {#ariaid-title1}

Release version: Australia  
Updated September 30, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Control how agents reply to customers by email from a case and how much email history replies and notifications include.

By default, agents can reply to, reply all to, and forward customer emails from the case activity stream. You can keep that setup or turn it off so agents can't respond to customers directly from a case.

You can also add a mail script to email templates so that replies and notifications include the full activity on a case, including emails from related interactions.