Disable email responses from the case activity stream

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Disable email responses from the case activity stream. Stop agents from interacting with customers directly.

    Before you begin

    Role required: admin

    About this task

    By default, customer service agents can respond to cases using options within a customer email thread instead of having to use another email client. Agents can use the Reply, Reply All, and Forward buttons in the case activity stream to respond to customer emails.

    You can disable this feature and hide these buttons from the Agent Workspace or Configurable Workspace application.

    Procedure

    1. Navigate to All and enter sys_properties.list.
      The System Properties page opens.
    2. Select New.
    3. Create a system property with the name sn_agent_workspace.activity_email_options_enabled.
    4. Set the value to false.
    5. Select Submit.

    Result

    Users with the role sn_customerservice_agent are now unable to reply to or forward emails.