Familiar, modern email template experience for agents and administrators
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Aug 3, 2020 |
Oct 1, 2020 |
Business value
Agents spend a significant amount of time using email to communicate with customers. They often need to communicate the same information to all customers at different stages in the support life cycle such as a welcome email, refund instructions, or a personalized signature. Email templates make these processes efficient and standardized across the support team by providing the ability to create once and use any number of times.
Feature details
Email templates enable scale, efficiency, and consistency of email communication between agents and customers for support centers. In this release, we are bringing the following template-authoring capabilities to the agent and administrator experience:
- Create templates with an intuitive and easy-to-understand experience.
- Author templates using a complete rich text experience, including the ability to manage images inline.
- Use a modern toolbar and have the ability to cut and paste formatted content from Office documents such as Word and Excel, while maintaining formatting.
- Personalize the message with dynamic customer or entity data.
See also
How to use email templates (docs)