How do I change email templates to display the email thread?

When an employee replies to an email from the Messages tab in an help desk request, it's good to display the email thread. This way, the recipient clearly understands the context.

For this to happen, you must insert the #PastConversation# tag into the email templates for help desk requests. This tag indicates the place within the email layout where you want to insert the previous messages from the email thread.

When the #PastConversation# tag is detected, the email-sending process automatically inserts the following details of previous messages from the request:

• Type of message

• Sender

• To/Cc

• Received date and time of the message for customer entries

• Sent date and time of the message for agent responses

• Creation date and time for other messages

• Message content

When employees preview an email, the email thread is included in the preview. This helps them to verify the flow and make changes as required, so the message is clearly understood.

To change an email template to display the email thread:

1. Sign in to the application as an administrator.

2. Navigate to Application Composer.

3. In the Application field, select CRM Cloud from the drop-down list.

4. Click Email Templates from the Common Setup region or the Overview page.

5. From the Object drop-down list in the Email Templates page, select Help Desk Request.

6. From the Active drop-down list, select Yes.

7. Click Search.

8. From the list of templates displayed, select the template that you want to change.

9. Click Edit.

10. Navigate to the Email Body region of the email template.

11. Insert the #PastConversation# tag at the place within the email body where you want the email thread to be displayed.

12. Click Save and Close.