---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Respond to a case using an email quick message

# Respond to a case using an email quick message {#ariaid-title1}

* Release version: Xanadu
* 
* Updated September 3, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use predefined quick email messages to quickly draft replies to customers. Agents can
select predefined quick messages to add content into the message body of emails.

## Before you begin

Role required: sn_customerservice_agent

## About this task

Business managers and admins can set up email quick messages and predefine the content for replying to cases. For example, you can predefine personal greetings, disclaimers, different types of additional information, and
signatures.

You can incorporate icons, business logos, pictures, HTML layout, and rich text format. You can also configure quick messages so that only a certain user or a group can view them.  
For more information, see the following topics:

* [Composing emails with quick messages](https://www.servicenow.com/docs/access?context=quick-message&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US)
* [Define a quick message](https://www.servicenow.com/docs/access?context=t_QuickMessages&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US)
{#csm-use-email-quick-messages__ul_swd_cd4_ngc}

## Procedure

1. Open a customer service case.
2. Select the More Actions icon (![More options icon.]()) and then select Email.
3. Select the Quick Messages drop-down menu in the Compose Email header and select a predefined message.  
   The content of the quick message is inserted in the message body at the cursor location.
4. **Optional:** Select additional quick messages.
5. Select Send.
{#csm-use-email-quick-messages__steps_rml_g24_ngc}
**Related topics**   

* [Define a quick message](https://www.servicenow.com/docs/access?context=t_QuickMessages&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US)
* [Composing emails with quick messages](https://www.servicenow.com/docs/access?context=quick-message&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US)