Engage via email interactions › Using Email Interaction for CSM › Customer communication › Use › Customer Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Using the activity stream in an email interaction

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.

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 ( Image omitted: Pop-out_icon_eaai.png Pop out in modeless window) to compose worknote in a separate dialog. (include icon)</p> The latest work note is annotated with the New Activity marker. Image omitted: worknotes-new-activity-marker-eaai-new.png Worknote annotated with New Activity marker</p></td></tr><tr><td> Compose emails	Send emails from the activity stream without leaving the interaction view. In the Compose section: Select the Email tab. An email draft opens. Compose your email. Select  Send Email. The email is added to the activity stream. Alternatively, select the Pop out in modeless window icon ( Image omitted: Pop-out_icon_eaai.png Pop out in modeless window) to compose email in a separate dialog. (include icon)</p> The latest email is annotated with the New Activity marker. Image omitted: Email_marker_annotated_eaai_final.png Activity stream shows the latest email annotated with the New Activity marker.</p></td></tr><tr><td> View email information with compact header	Select the show email details icon \( Image omitted: Compact\_header\_eaai.png Compact header icon\) to view the email information such as subject of the email, sender, and receiver.\[Omitted image "Compact\_email\_header\_with\_details\_eei.png"\] Alt text: Cpmpact email header with details
Filter posts	Select the filter icon ( Image omitted: Filter_icon_eaai_new.png 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.</p> Image omitted: Post_types_eaai_new.png Post types</p> Field changes:  Select specific fields to view information in posts for only those fields. Image omitted: Field_changes_eaaai_new.png Field changes</p> 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. Image omitted: Filtersets_eaai_new.png Filter sets</p></td></tr><tr><td> Search	Select the search icon \( Image omitted: Search\_icon\_eaai\_new.png Search icon\) to search for a message.
Sort posts	Select the Sort icon \( Image omitted: Sort\_icon\_eaai\_new.png Sort icon\) to sort posts from newest to oldest or oldest to newest.
Expand and collapse posts	Select the Expand all activity post icon \( Image omitted: Expand\_icon\_eaai\_new.png Expand all activity post icon\) to view additional details in posts or select the Collapse all activity post icon \(\[Omitted image "Collapse\_icon\_eaai\_new.png"\] Alt text: Collapse all activity post icon\) to go back to the previous state.