Send case email replies containing interaction emails in activity history

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

    • Include emails from related interactions in agent case email responses to provide full context of prior email communications. The history is created by embedding an email script within an email client template.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Email Client > Email 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.
    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".