---
title: Customize showing a full conversation in UI Builder
description: Customize the show full conversation feature in UI Builder to display the entire email thread between the customer and agent.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customize-show-full-conversation.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Customize the email interaction experience, Configure the agent experience for email interactions, Email Interaction, Configure Email, Configure omnichannel, Configure, Customer Service Management]
---

# Customize showing a full conversation in UI Builder

Customize the show full conversation feature in UI Builder to display the entire email thread between the customer and agent.

## Before you begin

A duplicate variant must be configured by an administrator. If the duplicate variant isn’t configured, you can't enable Show full conversation. For more information, see [Customize the email interaction experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customize-email-interaction-experience.md).

Role required: admin

## About this task

For more information on UI Builder, see [UI Builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/application-development/ui-builder-overview.md).

**Note:** By default, **Enable Email Show full conversation** is enabled for Email Interaction for CSM.

## Procedure

1.  Navigate to **All** > **Now Experience Framework** > **UI Builder**.

2.  On the UI Builder page, select **Experiences** tab.

3.  On the Experiences page, search and select **CSM/FSM Configurable Workspace**.

4.  Navigate to **Pages and variants** > **Record** > **Email Interaction Page**.

    **Note:** The Email Interaction Page variant is the newly created variant.

5.  Select **Editor**.

6.  In the Content section, search and select **Activity Stream 1**.

7.  In the Activity Stream 1 panel, navigate to **Configure** > **Display**

    **Note:** If a message appears about the application scope, select **here** to be able to edit the record.

8.  Turn on the **Email Show Full Conversation** toggle switch.

9.  Select **Save**.


## Result

You can view the entire conversation within the activity stream.