Email Templates

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About Email Templates

Email templates are used to create an email-based conversation centered on a specific object record. The variables they contain are replaced with record data, to create a customized message.

You can create new templates, and modify the ones that already exist.

Working with Email Templates

Creating or Editing an Email Template

1. Click [New Email Template] or select an existing template
2. Create the template content, use the Template Variable tool at the top of the page to insert template variable placeholders into the template.
3. Click [Save]

Tip: The easiest way to create your own template is to start by copying one that is close to what you want. That way, many of the variables you need are already in the template body.

Choosing Template Variables

The section at the top of the page gives you variables you can use in the template. The list may varies, depending on the type of template you're creating. Here are some of the standard categories:

Case Templates

User Fields - Fields pertaining to the current logged in user. Company Fields - Data from the Company Information settings Custom Variables - Special variables that are available to all templates. you can add to and modify, as needed. Portal Fields - The name of the web portal channel a case came in on, and the background color used for that web page. (Used to customize the email to match the channel.)

To get a template variable:

1. Under Category select the kind of field you want to access.
   (The list varies, depending on the type of template.)
2. Select the field you want.

   Otherwise, the template variable appears.

3. Copy the name that appears in the Variable field, and paste it into one of the template fields.

   (For example, From Name:, From Email Address:, Subject:, or Message:.)

Specifying Template Content

Basic Information

• Template Name - The name that appears in the list of templates.
• Type - When this field is present, it is possible to specify multiple template types, which determines where it can be used and which template variables are available.
• From Name - The name that indicates the person or department the email came from. For example, "Company Support".
• From Address - The email address that end-user replies will go to. (See the note below)
• Subject - Subject for the message.
• Message - Choose how you want to compose the message:

• Use the WYSIWYG HTML Editor
• Paste HTML code written in an external editor into the RAW HTML window
• Write a Plain Text message

Attachments

Choose one or more of the Document Templates you've created to encapsulate Case data. The document is generated from the data and attached to the message.