Apply a Default Email Template Using the Send Email Quick Action | Salesforce
Apply a Default Email Template Using the Send Email Quick Action
Help agents incorporate branding and ensure consistency when writing emails to customers in Lightning Experience and Salesforce1 by using default email templates. Email templates help ensure that agents include common information, such as greetings, announcements, disclaimers, and company contact information, in customer emails.
Available in: Enterprise, Performance, Unlimited, and Developer Editions
User Permissions Needed
To create and modify the Send Email quick action:
“Manage Cases” AND “Customize Application”
To edit a page layout:
You must have Email-to-Case enabled to use the Send Email quick action on the Cases object.
Before creating a Send Email quick action that specifies a default email template, create an email template of the type Custom. Only Custom type templates are supported. Attachments specified on an email template aren’t supported. However, agents can manually add attachments when they use the email quick action.
Create a Send Email quick action or modify an existing Send Email quick action.
From Setup, enter “Case” in the Quick Find box, then select Buttons, Links, and Actions.
Click New Action, or select the quick action that you want to change.
In the Action Type picklist, select Send Email.
In the Default Email Template field, click the lookup button and select a template.
Only email templates of the type Custom are shown in the lookup menu.
Optionally, select Don’t Apply Template Subject to ignore the email template subject.
By default, the Send Email quick action applies the subject specified in the default email template. For example, if the template’s subject line is “Thanks for your email,” then that subject is applied when the agent uses the email action to write or reply to an email. If Don’t Apply Template Subject is selected, then the subject defined in the email isn’t applied in the email. For example, if a customer sends an email with the subject “Please help,” the agent can use the default email template to reply but keep the customer’s subject line.
Specify a label for the action. You can use a standard label type, which supplies a default label, or you can select None in the Standard Label Type field, and specify your own label. When you add the action to the case page layout, this label is displayed in the actions bar.
The Name field is automatically populated. This name is used in the API and managed packages. It must begin with a letter and use only alphanumeric characters and underscores, and it can’t end with an underscore or have two consecutive underscores. Unless you’re familiar with working with the API, we suggest not editing this field.
In the Description field, describe what this quick action does. The description appears on the detail page for the action and in the list on the Buttons, Links, and Actions page. The description isn’t visible to your users. If you’re creating several actions on the same object, we recommend using a detailed description, such as “Send Email to Customer with Holiday Branding.”
The email layout page opens, where you can specify the fields shown in the email action.
Check that you have the appropriate email body field for your template.
The Text Body field is added to the Send Email quick action layout by default. If your email template uses images or HTML formatting, remove the Text Body field and add the HTML Body field to the email layout.