---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Enable agents to respond to customers with email activity history

# Enable agents to respond to customers with email activity history {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Enable agents to respond to customers with email activity history, which is created by embedding a mail script in an email client template.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllEmail ClientEmail Client Templates.
2. View Email response to the customer.
3. Select Email response to customer.
4. In the  Body HTML  field, enter `<div id="collapsible-content">${mail_script:get_email_interaction_activity_history_for_reply}</div>`.  
   This script, get_email_interaction_activity_history_for_reply (available by default), retrieves and formats email activity 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".

   The number of emails in the activity history matches the value set in the system property, number_of_activities_in_notification.  
   Note:  
   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=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US).

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