Enable agents to respond to customers with email activity history
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
Navigate to All > Email Client > Email Client Templates.
Search and select Email response to customer.
Note: If a message appears about the application scope, select here to be able to edit the record.
In the **Body HTML ** field, enter
<div id="collapsible-content">${mail_script:get_email_interaction_activity_history_for_reply}</div>.Note:
- The number of emails in the activity history matches the value set in the system property, number_of_activities_in_notification.
- You can also create a client template and map it to the Interaction table. For more information, see Create an email client template.
- 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".
Related topics
Send case email replies containing interaction emails in activity history