Send an email response from a case activity stream

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

    • Respond to cases using options within a customer email thread. You may not require using another email client which saves time and effort.

    Before you begin

    Role required: sn_customerservice_agent

    About this task

    You can read and respond to large emails easily in a full screen which opens up in a new tab. Responding to a customer's email from within a case using the reply, reply all, or forward options, includes the content from previous conversation thread. These options are available by default. An admin can disable these options. For more information, see Disable email responses from the case activity stream.

    Procedure

    1. Open CSM Configurable Workspace.
    2. Select and open the case from the activity stream for which you want to send or forward a response.
      The case opens up in a new tab.
    3. Click Reply in the Activity Stream to write a response to the customer or click the More options icon. icon and select Reply All to reply to all the customer email ids mentioned in the original email or select Forward to forward the email to any other email ids not mentioned earlier.
    4. Based on the selection, the Reply Email, Reply All Emails, and Forward Email screens opens in full screen in a new tab.
      Note:
      You can click the File attachment icon. icon to add attachments from the file system or delete attachments already associated with the existing case.
    5. Compose your email and click Send.