Customize showing a full conversation in UI Builder

  • Release version: Australia
  • Updated March 12, 2026
  • 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.

    Role required: admin

    About this task

    For more information on UI Builder, see UI Builder.

    Note:
    By default, Enable Email Show full conversation is enabled for Email Interaction for CSM.

    Procedure

    1. Navigate to All > Now Experience Framework > UI 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 variants > Record > Email 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 Configure > Display
      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.