Administrative users can create and manage Email Templates for messages that are frequent and applicable to multiple Account Holders. In addition to saving time, the use of Email Templates enables greater governance of messaging content and helps ensure that communications are consistent across team members and recipients.
Administration Guide
Who Can Use this Feature?
Management and use of this feature is available to all users with an Administrator license, by default. Users with a Standard license who have been granted Email Templates site rights also have access to this feature.
Permission Scope can be set to Assigned as Template Manager or All Templates. If Assigned as Template Manager is selected, the team member will only have access to the templates where they are designated as the manager. If All Templates is selected, they can access all templates, even those where they are not designated as the manager.
Where Is It Set Up?
To access the page, click on the vertical sidebar menu. Then go to → .
Key Terms
Template Set
A Template Set is simply a way to group together Email Templates that have a similar theme or subject matter. Use Template Sets to make administration easier when a large number of Email Templates are being used.
Template Manager
A Template Manager has privileges to edit and copy an Email Template. By default, all users with an Administrator license are Template Managers, but a Standard license user needs to have the correct permissions enabled to be a Template Manager.
Merge Fields
Merge Fields are placeholder fields that dynamically pull in case-specific data at the time the message is generated to customize it and make it relevant to the recipient. They are grouped into the following categories: Case Details, Checklist Findings, Current Data, Dispute Information, and User Defined Fields (if any have been created).
Merge Fields can be used in both the Email Subject and the Email Body. To use them, click on the
icon to open the dropdown menu.
Follow Up Timeframe
An administrative user can choose the number of days they want to allow for follow-up to an email by setting a Follow Up Timeframe for the Email Template. When an email is generated using the template, Case Central® will calculate that future date and will store it as part of the case record.
Once configured, the Follow Up Timeframe can also be used as a Merge Field within the Email Template.
Helpful Tips
Template Names
Make the names of your Email Templates meaningful so it is easy to understand its intended use. Include date or version references if your organization refreshes the content regularly.
Cloning Templates
The Copy Email Template feature is an effective way to create new Email Templates that have similar content or structure to an existing template.
Filtering Results
The page offers Advanced Filters to refine the results list and make it easier to find an existing template. This is particularly helpful in a larger organization or when more than one page of results is returned.
To narrow down the results by one or more keywords, enter a search term in the Text Filter box above the results list. Click Enter.
Additionally, certain fields can be used to filter the results to just those Email Templates that are relevant. Click 
to select the field and values to filter the results by. Click Apply and repeat for additional fields as needed.
Managing Email Templates
Click the
button.A pop-up window will appear. Enter the Template Set name.
Click Save.
Click the
icon at the upper right corner of the page to open the panel.Enter a Name for the Email Template.
If you do not want to allow the Email Template contents to be edited by a team member when it is being used to generate an email, the template can be made uneditable by clicking the Lock Template at Use icon to move the toggle switch to the right
position.If you want to add the new template to a Template Set, select the name of the set from the dropdown.
Note
An existing Email Template can be associated to a Template Set from the screen by selecting the desired set from the Sets dropdown.
Enter the Email Subject.
Enter the Email Body. The email content can be formatted using the options provided in the toolbar, including font styling, using bulleted or numbered lists, and adding hyperlinks.
If desired, set a Follow Up Timeframe by entering a value for the number of days.
The ability to designate a Template Manager is provided. Select the user’s name from the Team Member Lookup and click Add Template Manager.
Click Save.
Click the
icon to open the panel.Make any updates needed using the same configuration options available for adding a new Email Template.
Click Save.
Click the
icon to open the panel. The new, duplicate version of the copied Email Template will be shown with the same configuration. By default, the Name of the new template will be the same as that for the copied template, but with "- COPY" appended at the end.Make any changes needed, including updating the Name. The same configuration options are available as for adding a new Email Template.
Click Save Copy.
Upon saving an Email Template, it is automatically enabled for use.
To disable a template, click the
icon to move the toggle switch to the left 
position.To enable a template that is disabled, click the
icon to move the toggle switch to the right position.
To delete an Email Template, click the 
icon. This will remove the template completely.
Note
Deleting an Email Template will not impact any historical case records. Any messages that used the Email Template will remain intact as sent.