Compose an email from an email template

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • As an agent, you can compose emails using email templates. These templates contain default values for fields that you can easily add to email messages in the Compose panel on case records.

    Before you begin

    Role required: sn_customerservice_agent

    About this task

    Default values in email templates can include the recipients (email addresses in the To, Cc, and Bcc fields), the sender, the subject of the email, and text to include in the message body. For more information, see Email templates feature.

    Procedure

    1. Open CSM Configurable Workspace.
    2. Open a case.
    3. Select the Email tab in the Compose panel.
    4. Select the Email Templates tab in the contextual side panel.
      The system displays the available email templates.
    5. Select the desired template.
      The selected template card expands to show the template details.
    6. Select Apply Template.
      The system populates the values for the configured fields in the email. If these fields already contain values, applying the selected template overwrites these values.
    7. Optional: Add text for the body of the email in the text field.
    8. Select either Save as draft or Send Email.
      The system stores draft emails in the Draft Emails tab on the case record.