Create or edit an e-mail template

Can I do this task?

An e-mail template A framework for an e-mail message, contract, or article. Templates are used to ensure consistent layouts and content in similar types of documents. is attached to an e-mail activity after the activity is created. Typically, each type of e-mail activity has its own e-mail template type; for example, an e-mail activity created from a case record would use a case e-mail template. You can also create global templates that are available for any record type, or personal templates available only to you, or organizational templates available to anyone in your organization.

Notes

• This feature is not available in Microsoft Dynamics CRM for Outlook. Use Microsoft Office Word mail merge templates instead. More information: Create Customer-Ready Documents and Messages
• To add an attachment to an e-mail template, save the template. Then, open the saved template, scroll down, and click New E-Mail Attachment to open the Browse dialog and select your attachment.

1. Do one of the following.

   To work with organization templates

   • In the Navigation Pane, click Settings, click Templates, and then click E-mail Templates.

   - OR -

   To work with personal templates

   • On the Tools menu, click Options, and then click the E-mail Templates tab.
2. On the Actions toolbar, click New.
3. In the E-Mail Template Type dialog box, in the Template Type list, select the type, and then click OK.

   Important

   If you choose a specific record type, such as lead or opportunity, the template is available only for that record type. This cannot be changed. To use the same content for another record type, create a new template.

4. On the E-mail Templates form, enter a Title and Subject.
5. You can type a description of the template. This is not displayed to the recipient.
6. Type the text you want to send in this message. Use the Formatting toolbar to edit the text.

   Tips

   • Although you cannot insert images or HTML directly into Microsoft Dynamics CRM e-mail messages or e-mail templates, you can use the copy feature in Internet Explorer to copy an image from a Web site and paste it into the e-mail message or e-mail template. The image is available as long as the Web site is accessible.
   • To include a hyperlink in an e-mail template, type the URL including the http://, for example, http://www.microsoft.com and then press Enter. Do not include a period or comma or a space after the URL, or the link will break. A link is automatically added to the URL and the text is underlined and changed to blue.
   • There is no spell check built into Microsoft Dynamics CRM. There might be third-party solutions available. For more information, visit Microsoft Dynamics CRM Solution Finder.
   • The Formating toolbar has limited fonts and font sizes. However, you can copy and paste content from Microsoft Office Word. This allows you to take advantage of features such as spell checking and some advanced text formatting. To single-space a line of text, at the end of the line press Shift+Enter.
7. To insert data fields to display information such as a customer's name or data from a quote, from a Microsoft Dynamics CRM record, click Insert/Update, and then in the Data Field Values dialog box, click Add.
8. In the Add Data Value dialog box, select the Record type and Field, and then click OK.
9. Click OK again to insert the data.
10. To enter customers' first and last names, you'll need to repeat these three data-insertion steps; first and last names are separate data values.

    Tip

    Use the Default Text box to define what text is displayed if the record does not have data for the field.

11. Click Save or Save and Close.
12. If necessary, click OK to close the Set Personal Options dialog box.

Notes

• To change a shared template to a personal one or a personal template to a shared one, on the template form, on the Actions menu, click Revert to Personal Template or click Make Template Available to Organization.
• If you use an e-mail template as a signature in another template, insert the signature template first. Otherwise, the Subject line will be overwritten.
• If you need to back up your templates, or export them for use in a different implementation of Microsoft Dynamics CRM, you can export them as part of exporting customizations. More information: Export a solution