---
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


---

# Send case replies with interaction emails

# Send case email replies with interaction email history {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllEmail ClientEmail Client Templates.
2. Search and select reply-for-customer-service.  
   Note:  
   If a message appears about the application scope, select here to be able to edit the record.
3. On the Content tab, in the  Body HTML  field, enter `<div id="collapsible-content">${mail_script:get_activity_of_case_and_related_interaction_for_email}</div>`.  
   Note:  
   * The number of emails in the activity history matches the value set in the system properties, include_system_emails_in_notification and number_of_activities_in_reply.
   * 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=brazil&pubname=brazil-platform-administration&ft:locale=en-US).
   {#send-case-email-replies-interaction-emails-activity-history__ul_iq5_5l5_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**   

* [Enable agents to respond to customers with email activity history](https://www.servicenow.com/docs/OwFwrlmKjGjCwskjRLsz1Q "Enable agents to respond to customers with email activity history, which is created by embedding a mail script in an email client template.")

*[\>]: and then