Using the activity stream in an email interaction

  • Release version: Zurich
  • Updated July 31, 2025
  • 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 ServiceNow agents to view and manage email conversations and related work notes between agents and customers efficiently. It enables seamless communication, internal note-taking, and tracking of all activities associated with an email interaction. The stream updates automatically when emails are sent or received, or when work notes are posted, providing a centralized view without needing to leave the interaction interface.

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    Key Features

    • View emails, work notes, and field changes: Agents can see emails and work notes by default. For full email threads, the "Email Show Full Conversation" property can be enabled via UI Builder.
    • Add work notes: Agents can add internal notes directly within the Compose section by selecting "Work notes" and posting them. Notes can also be composed in a separate dialog window for convenience.
    • Compose and send emails: Emails can be drafted and sent from the activity stream without leaving the interaction view. A separate dialog window option is also available for composing emails.
    • Email information display: A compact header can be toggled to show essential email details such as subject, sender, and receiver.
    • Filtering and searching posts: Agents can filter the activity stream by post types (emails, work notes, field changes), specific fields, flagged posts, or custom filter sets. A search function enables locating specific messages quickly.
    • Sorting and expanding posts: Posts can be sorted chronologically (newest to oldest or vice versa). Agents can expand or collapse all posts to view more or less detail as needed.

    Practical Application for ServiceNow Customers

    ServiceNow customers with the appropriate agent roles (sncustomerserviceagent or sncustomerservice.consumeragent) can leverage the activity stream to streamline communication and documentation during customer email interactions. This centralized activity view improves efficiency by enabling agents to manage email conversations and work notes in one place, track changes, and prioritize important posts through filtering and flagging. The ability to compose emails and work notes without navigating away from the interaction reduces context switching and accelerates response times.

    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.