Hi everyone,
I’m facing an issue with Email Client Templates in CSM Workspace and wanted to check if anyone has come across this before.
When an agent clicks Reply on an email from a Case, the original sender email is correctly getting populated in the To field. We have one template that auto-applies during reply and it works fine with recipient values like contact.email, consumer.email, internal_user.email.
The problem starts when the agent changes or applies another template (for example, a priority change template). As soon as the template is changed, the To field becomes empty. I tried configuring recipients in the second template, changing execution order, and even testing scripts, but the reply sender still disappears.
Our requirement is to retain the original reply sender in the To field even if the template is changed. FYI: The template which I'm trying to impose is having recipient field values as empty but tried populating with other values but issue persist.
Is this expected behavior in Workspace? Is there any OOB or recommended way to preserve recipients while switching templates during reply?
Any suggestions or best practices would really help.
Thanks in advance!
