---
schema_version: "1"
id: 972c8319b8c031be8e5d7e68a3c29055b863b548aa51d2f1a964ad8b3730826e
title: Use Email Templates in the Salesforce Classic Case Feed
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/case_interaction_using_email_templates.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.case_interaction_using_email_templates.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ce93ac6da2092b61041a16ef3cd1f30c9344da65eef45bae56461166479b7688
description: 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.
products:
  - Service Cloud
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d137724e60">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d137724e60 ">To send emails</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d137724e60 ">Send Email</td>

          </tr>
        </tbody>
      </table>

For best results, we recommend using the [rich text editor](https://help.salesforce.com/s/articleView?id=service.case_interaction_rich_text_editor.htm&release=264.0.0&type=5 "The rich text editor lets you customize the emails you send to customers. Use it to format text, add bulleted or numbered lists, and add images and links.") 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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png)
    
    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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_clear_email.png). Clicking ![Delete email input icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_clear_email.png) also deletes any text you’ve entered and removes all template attachments.
5. [Finish writing and sending your message](https://help.salesforce.com/s/articleView?id=service.case_interaction_sending_email.htm&release=264.0.0&type=5 "Use the features of the Case Feed email action to save time when writing messages and customize the emails you send to customers.").