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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Email Template Folders
Customer experience | Sales, Customer Insights,...
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Email Template Folders

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Posted on by Joss 5

Hi, 

I'm exploring moving our customer service email templates in to the CRM, as this is where our agents currently work from. However I've not been able to see a way to setup folders to organise these? 

Am I missing something, or is this not an available feature? If not it makes this much less usable as people could need to scroll through upwards of 50 templates to get to the one they want, lowering efficiency. 

Any advice welcome, thanks!

I have the same question (0)
  • cmoreno8 Profile Picture
    cmoreno8 25 on at
    RE: Email Template Folders

    Hi,

    I add some information about enhanced email template selection:

  • Suggested answer
    cmoreno8 Profile Picture
    cmoreno8 25 on at
    RE: Email Template Folders

    Hi,

    AFAIK you can use a tip or a new functionality to manage mail templates:

    1. A template has an Organization or an Individual visibility. If it is Organization, then all users can see the template and you will have hundreds of templates to choose. If it is Individual, then just its owner can see it. The secret is to assign mail templates to teams and config them to Individual visibility, and then team members just see templates assigned (and other with Organization visibility too!).
    2. You can use the new enhanced mail template selector where you can create mail template views and then change the view. Users will see templates filtered in the view (see 2023wave1 news).

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