Familiar, modern email template experience for agents and administrators


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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)