Using the activity stream in an email interaction

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Using the Activity Stream in an Email Interaction

    The activity stream in an email interaction allows agents to engage with customers and document their work effectively. It updates automatically with each email sent or received and includes internal notes, providing a comprehensive view of the communication history between the agent and the customer.

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    Key Features

    • View Communication: Agents can see emails, work notes, and field changes related to the interaction. By default, only the latest email message is displayed unless the "Email Show Full Conversation" property is enabled.
    • Add Work Notes: Agents can post work notes directly in the activity stream, with the latest entry marked for visibility.
    • Compose Emails: Emails can be drafted and sent directly from the activity stream, ensuring seamless communication without navigating away from the interaction screen.
    • Email Information: Agents can view essential email details such as subject, sender, and receiver using a compact header view.
    • Filtering and Sorting: Posts can be filtered by types (emails, work notes, field changes), flagged as important, and sorted by date, enhancing the organization of information.
    • Expand/Collapse Posts: Agents can expand or collapse posts to view additional details or revert to a more concise view.

    Key Outcomes

    Utilizing the activity stream enables ServiceNow customers to streamline their email interactions, maintain accurate records of communications, and enhance the overall efficiency of customer service operations. Agents can expect to manage tasks effectively while keeping all relevant information organized and accessible in one place.

    View an email conversation between an agent and a customer in the activity stream of the email interaction. The activity stream enables agents to communicate with customers and make internal notes about the work done on an interaction. The activity stream updates when an email is sent or received, or when a work note is posted.

    Agents can perform the email interaction related tasks in the activity stream.

    Role required: sn_customerservice_agent or sn_customerservice.consumer_agent.

    Table 1. Actions agents can perform in the activity stream
    Task Description
    View emails, work notes, and field changes associated with the email interaction

    The activity in the interaction shows emails and work notes by default.

    Note:
    In the activity stream, each email response displays only the latest message in the conversation. To view entire email thread, enable the Email Show Full Conversation property using UI Builder. For more information, see Customize showing a full conversation in UI Builder.
    Add work notes In the Compose section:
    1. Select Work notes.
    2. Add the information to the text field.
    3. Select Post Work Notes.

    The post is added to the activity stream.

    Alternatively, select the Pop out in modeless window icon ( Pop out in modeless window) to compose worknote in a separate dialog. (include icon)

    The latest work note is annotated with the New Activity marker.

    Worknote annotated with New Activity marker
    Compose emails

    Send emails from the activity stream without leaving the interaction view.

    In the Compose section:

    1. Select the Email tab.

      An email draft opens.

    2. Compose your email.
    3. Select  Send Email.

    The email is added to the activity stream.

    Alternatively, select the Pop out in modeless window icon ( Pop out in modeless window) to compose email in a separate dialog. (include icon)

    The latest email is annotated with the New Activity marker.

    Activity stream shows the latest email annotated with the New Activity marker.
    View email information with compact header Select the show email details icon (Compact header icon) to view the email information such as subject of the email, sender, and receiver.Cpmpact email header with details
    Filter posts Select the filter icon (Filter icon) at the top of the activity stream to display the filter options:
    • Post types: Select the types of posts to view, such as emails, work notes, or field changes.

      Post types

    • Field changes:  Select specific fields to view information in posts for only those fields.

      Field changes

    • Flagged: View posts that have been flagged as important.
    • Filter sets: Select a filter set to filter the items based on the defined criteria or select Create Filter to create a filter.

      Filter sets
    Search Select the search icon (Search icon) to search for a message.
    Sort posts Select the Sort icon (Sort icon) to sort posts from newest to oldest or oldest to newest.
    Expand and collapse posts Select the Expand all activity post icon (Expand all activity post icon) to view additional details in posts or select the Collapse all activity post icon (Collapse all activity post icon) to go back to the previous state.