Use email templates in the full email composer

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Quickly compose emails for common issues by selecting an email template in the Compose Email page instead of manually drafting an email.

    Before you begin

    Role required: email_composer

    Procedure

    1. Open a Workspace record in your instance.
    2. Open the Compose Email page by selecting the More Actions icon (More actions icon) and Compose Email.
    3. Apply an email template from the Agent Assist panel.
      1. From the Agent Assist panel, select the Email Templates icon (Email Templates icon).
        A list of email templates opens in the Agent Assist panel.
        Email Templates list
        Note:
        Find the email template you need by using the search bar in the Email Templates list.
      2. Add an email template without viewing its full contents by selecting the More actions icon (More actions icon) and selecting Apply Template.
      3. Add an email template after viewing its full contents by selecting a template from the list and selecting Apply Template.
    4. Apply an email template from the email footer.
      1. From the email footer, select the Apply templates icon (Apply templates icon).
        A modal opens with different types of templates.

        Apply templates modal

      2. Select the Email templates tab.
      3. Select an email template from the list.
        Note:
        Find the email template you need by using the search bar in the Email templates tab.
        A preview of the selected email template opens.
      4. Add the template to your email by selecting Apply.