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Use Email Templates in the Salesforce Classic Case Feed

Templates help you ensure consistency, save time, and include basic information, such as a customer’s name and their case number, all with one click. If your administrator has created text, HTML, or Visualforce email templates, or if you’ve created your own templates, you can use them when emailing customers in Case Feed.

Required Editions

View supported editions.
User Permissions Needed
To send emails Send Email

For best results, we recommend using the rich text editor when working with email templates.

Depending on how your administrator has set up Case Feed, you can see a pre-loaded template when you use the Email action. Follow these steps to choose a different template if needed.

  1. Depending on which action appears, click Answer Customer and select Email, or click Email.
  2. Click Select a Template.
  3. Choose the folder that has the template you want.
  4. Click the name of the template to add it to the email.
    Tip
    Tip
    • If you choose more than one text or HTML template, each template is added in the order you choose it. If you choose a Visualforce template after choosing another template, it replaces the earlier template.
    • If the template you choose has attachments, they’re included with the message.
    • If the template you choose has merge fields, only the case-related fields are merged.
    • To remove a template, click Delete email input icon. Clicking Delete email input icon also deletes any text you’ve entered and removes all template attachments.
  5. Finish writing and sending your message.