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Apply a Default Email Template Using the Send Email Quick Action
Help support reps incorporate branding and ensure consistency when writing emails to customers in Lightning Experience and the Salesforce mobile app by using default email templates. Email templates help ensure that support reps include common information, such as greetings, announcements, disclaimers, and company contact information, in customer emails.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create and modify the Send Email quick action: | Manage Cases AND Customize Application |
| To edit a page layout: | Customize Application |
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, support reps can manually add attachments when they use the email quick action.
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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.
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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.
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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 support rep uses the email action to write an email. If Don’t Apply Template Subject is selected, then the subject defined in the email template isn’t applied to the email.In a reply, to use the default template but keep the customer's subject line, select reply and discard the draft. If Don’t Apply Template Subject is selected, the template's subject isn’t applied. For example, if a customer sends an email with the subject “Please help,” the support rep discards the draft reply to use the email template and 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.”
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Click Save.
The email layout page opens, where you can specify the fields shown in the email action.
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Check that you have the appropriate email body field for your template.
The HTML Body field is added to the Send Email quick action layout by default. If the Text Body format is needed, it’s available.
- Click Save.
After you define the Send Email quick action, add it to the case page layout so it’s available for service reps to use.
