Email template not appearing when new email is pressed

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Posted on by KD-13020915-0

im really struggling. we are using customer insights journeys for various teams to send newsletters to wide audience. i have an issue where an email template has been created and shared with relevant people.

When the person goes to create new email, their template does not appear. Yet if they click email templates in their account the template is there.

any help gratefully received.

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Dynamics 365 Customer Insights - Journeys

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KD-13020915-0 8 on at

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Email template not appearing when new email is pressed

Hi

Thank you for your answer we are using real time area and the template was initial created in email template area. They have used a corporate template and are doing a save as on that and then giving it new name. i've done some testing and when i create a new template and share it, it works, but when i do a save as on an existing template it appears in active templates, but not when user tries to create a new email
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Fiona_Tiernan 384 Super User 2025 Season 1 on at

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Email template not appearing when new email is pressed

Hi,

Are they using the Outbound area of Customer Insights - Journeys, or Real Time - and which area was the email template initially created in?

If this was helpful, please consider marking it as verified.

Thanks,
Fiona