Email Templates on CRM

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Hi, I am running into this problem when associate with email templates on CRM. I really appreciate if anyone can help me with this issue.

I created email templates on CRM with template type as Case, Claimant, and Document. However, when replying to email on CRM and trying to insert email templates, those email templates that I created didn't show on the options list. The only option is for Global email template type only. Any other email template types are not shown at all.

What can I do so email templates such as Case, Claimant, and Document can be shown on the listen when trying to insert email template?

Thank you for your help!

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Alex Fun Wei Jie 33,628 on at

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make sure you choose the right setting

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abhishek_255 1,614 on at

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Hi,

You should be able to see Templates created for template type: - Case when you create an activity from within a case entity record.

Best Regards,

Abhishek

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Community Member on at

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Thank you!

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Community Member on at

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What about on this panel? I can only select Global and Contact email template type? What happen to other email type such as Case, Document, and etc.? Thank you!

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abhishek_255 1,614 on at

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When you select an email recipient, you add a contact to it. That contact comes from lookup that is the reason you are seeing contact templates. However when you change the lookup from contact to lead you would be able to see leads template.

Lookup more records

Change Lookup to Leads

Lead Templates should be available

Unfortunately there is no lookup view available for CASES. That is only available from case record.

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Community Member on at

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Hi, thank you so much for your help. However, the way you showed me seems like a way to lookup email address or user for particular entity. I am more interest in email template. There is a button insert email template (see screenshot) option when you reply email on CRM. Once you click on this, a particular window will pop up and let you choose an email template to insert into your email body. My problem I encounter is that I can only see Global and Contact email template. Sorry, for the confusion. Thank you!

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abhishek_255 1,614 on at

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Screenshot shows how to select different record types. Each email template is associated with record types (Case, Lead, Contact, Account etc). If in lookup you select lead and click on highlighted Insert template you would see Lead Templates.

It depends for whom you are creating email activity, is it for a contact, lead, account etc. Global templates will appear in all, but specific record type templates will only appear when you create an activity only for that record type.

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Community Member on at

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Thank you very much!

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Community Member on at

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Hi Minh,

Did you end up getting this to work? I have the same issue on Win10, Office 2016 (32bit) and CRM 2016 online.

Thanks for any update.

Regards,

James

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