Disable email responses from the case activity stream

By default, customer service agents can respond to cases using options within a customer email thread instead of having to use another email client. As an admin, you can disable this option for a business manager who does not want agents to interact with customers directly.

Before you begin

Role required: admin

About this task

Agents can use the Reply, Reply All, and Forward

buttons in the case activity stream to respond to customer emails. This feature is enabled by default. Users with the system administrator role can disable this feature and hide these buttons if needed from the Agent Workspace or Configurable Workspace application.

Procedure

1. Navigate to All and enter sys_properties.list.
   The System Properties page opens.
2. Click New.
3. Create a new system property with the name sn_agent_workspace.activity_email_options_enabled.
4. Set the value to false and click Submit.
   Users with the role sn_customerservice_agent are now unable to reply to or forward emails.