Adding and editing email templates

Templates are pre-configured emails that service center users can use to send an ad hoc email from the case. If you have permission to access templates, you can add, edit, and delete templates.

During configuration, you can specify if the user who selects the template can edit the subject and email message.

You can use any available tokens to configure the templates.

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Email Channels.
  4. Click Email Templates.
  5. Specify this information:
    The name that is shown in the list of templates on the Templates list and in the menu in the Send Email form from which users choose a template. For templates that are used in multi-lingual sites, indicate the language in the first part of the name e.g., French Benefits Changes.
    The subject that is shown in the Subject field of the email.
    Allow Editing
    If this setting is Yes, users who select the template can edit the field to which the setting applies. The Subject field and the Message field each have an Allow Editing setting. If set to No, the field is read-only and cannot be edited in the Send Email form.
    Text that pre-populates the body of the Send Email form when a user selects the template.
  6. Click Add.