---
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


---

# Enable agents to reply with email history

# Enable agents to respond to customers with email activity history {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Enable agents to respond to customers with email activity history, which is created by embedding a mail script in an email client template.

## Before you begin

Role required: admin, sn_esm_agent  
Note:  
Agents need the sn_esm_agent role to view the email client and email templates.

## Procedure

1. Navigate to AllEmail ClientEmail Client Templates.
2. Search and select Email response to customer.  
   Note:  
   If a message appears about the application scope, select here to be able to edit the record.
3. In the  Body HTML  field, enter `<div id="collapsible-content">${mail_script:get_email_interaction_activity_history_for_reply}</div>`.  
   Note:  
   * The number of emails in the activity history matches the value set in the system property, number_of_activities_in_notification.
   * You can also create a client template and map it to the Interaction table. For more information, see [Create an email client template](https://www.servicenow.com/docs/access?context=t_CreateAnEmailClientTemplate&version=australia&pubname=australia-platform-administration&ft:locale=en-US).
   {#enable-agent-respond-customer-email-activity-history__ul_bwd_3n5_xfc}
4. Select Update.

## Result

The get_activity_of_case_and_related_interaction_for_email script retrieves and formats cases and related interaction email history, adding it to the email client in the agent workspace. The content is hidden behind ellipses
within a DIV tag with the ID "collapsible-content".
**Related tasks**   

* [Send case email replies with interaction email history](https://www.servicenow.com/docs/ENU2Zr1uRpm8Juo7UAxVeg "Include emails from related interactions in agent case email responses to provide full context of prior email communications. You can create history by embedding an email script within an email client template.")

*[\>]: and then