---
title: Send an email response from a case activity stream
description: Respond to cases using options within a customer email thread. You may not require using another email client which saves time and effort.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/respond-cases-reply-forward.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Manage email tasks, Using CRM Workspace in Customer Service Management, Manage cases, Use, Customer Service Management]
---

# Send an email response from a case activity stream

Respond to cases using options within a customer email thread. You may not require using another email client which saves time and effort.

## Before you begin

Role required: sn\_customerservice\_agent

## About this task

You can read and respond to large emails easily in a full screen which opens up in a new tab. Responding to a customer's email from within a case using the reply, reply all, or forward options, includes the content from previous conversation thread. These options are available by default. An admin can disable these options. For more information, see [Disable email responses from the case activity stream](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/enable-email-response-from-case.md).

## Procedure

1.  Open CRM Workspace.

2.  Select and open the case from the activity stream for which you want to send or forward a response.

    The case opens up in a new tab.

3.  Click **Reply** in the Activity Stream to write a response to the customer or click the \[Omitted image "more\_vertical\_icon.png"\] Alt text: More options icon. icon and select **Reply All** to reply to all the customer email ids mentioned in the original email or select **Forward** to forward the email to any other email ids not mentioned earlier.

4.  Based on the selection, the Reply Email, Reply All Emails, and Forward Email screens opens in full screen in a new tab.

    **Note:** You can click the \[Omitted image "attachment-icon.png"\] Alt text: File attachment icon. icon to add attachments from the file system or delete attachments already associated with the existing case.

5.  Compose your email and click **Send**.


**Related topics**  


[Activity formatter](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/c_ActivityFormatter.md)

[Email properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/c_EmailProperties.md)