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:
    Name
    Specify the name that is displayed on the Templates list and in the Send Email form menu 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. For example, specify French Benefits Changes.
    Subject
    Specify the subject that is shown in the Subject field of the email.
    Allow Editing
    Set to Yes to enable changes to the Name and Subject fields when a user selects the template. Set to No to keep the Name and Subject fields read-only in the Send Email form.
    Message
    Specify the email content that pre-populates the Message in the Send Email form when a user selects the template.
  6. Click Add.