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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customize showing a full conversation in UI Builder

# Customize showing a full conversation in UI Builder {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Customize the show full conversation feature in UI Builder to display the entire email thread between the customer and agent.

## Before you begin

A duplicate variant must be configured by an administrator. If the duplicate variant isn't configured, you can't enable Show full conversation. For more information, see [Customize the email interaction experience](https://www.servicenow.com/docs/8y5Tp9faxRxfTCHsW89dBw "Customize the Email Interaction record page in UI Builder for agents.").

Role required: admin

## About this task

For more information on UI Builder, see [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=brazil&pubname=brazil-application-development&ft:locale=en-US).  
Note:  
By default, Enable Email Show full conversation is enabled for Email Interaction for CSM.

## Procedure

1. Navigate to AllNow Experience FrameworkUI Builder.
2. On the UI Builder page, select Experiences tab.
3. On the Experiences page, search and select CSM/FSM Configurable Workspace.
4. Navigate to Pages and variantsRecordEmail Interaction Page.  
   Note:  
   The Email Interaction Page variant is the newly created variant.
5. Select Editor.
6. In the Content section, search and select Activity Stream 1.
7. In the Activity Stream 1 panel, navigate to ConfigureDisplay  
   Note:  
   If a message appears about the application scope, select here to be able to edit the record.
8. Turn on the Email Show Full Conversation toggle switch.
9. Select Save.

## Result

You can view the entire conversation within the activity stream.

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