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Zoho CRM - Working with Email Templates

Chapter 26: Working with E-mail Templates

Communication with customers is one of the important daily activities of the business people. The Zoho CRM software provides Email Templates to send same message to all the recipients. Email templates can be used to send mass Email to leads/contacts, send Email notifications to the Zoho CRM users upon triggering a workflow rule.

You can perform the following operations in Email Templates module:

Creating Email Templates

You can create Email templates for sending Emails to the customers (leads and contacts) and Zoho CRM users within your organization.

Warning: If you are creating Email template for sending Emails to leads, do not merge the contact-related fields and vice a versa. If you are trying to merge both fields, you will experience some errors during Email creation.

To create an Email template

  1. Click the Setup link.
  2. In the Setup: Home page, under the Email Templates section, click the Email Templates link.
  3. In the Email Templates page, click the New Template button.
  4. In the New Email Template page, specify the following:
    • Name (mandatory): Specify the name of the Email template.
    • Select Folder (mandatory): Select one of the available folders.
    • Subject: Specify the subject to be displayed while sending Email to recipients.
    • From: Specify the sender Email ID to receive reply Emails.
    • Email Template Body: Create the Email message body by incorporating the fields from modules. In the Email Template Body field, specify the following:
      • Select the type of field from the Field Type pick list. You can select fields related to contacts and leads.
      • Select the required fields from Available Merge fields drop-down list.
      • Copy the fields (for example, $contacts_firstname) from the Select Field drop-down list. Copy the field value displayed in Copy Merge Field value text box and paste in Email Body text area. You can create a template with 32000 characters.
  5. Click Save. The new Email template is displayed in Email Templates home page.

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Sample Email Template

Dear $leads_salutation $leads_firstname $leads_lastname,   
 Thank you for your interest in Zoho CRM. We welcome your suggestions and feedback in improving the product further.  
 Sincerely,   
 <$User_Name>   

Email Output

 Dear Mr. Larry King, 
 Thank you for your interest in Zoho CRM. 
 Sincerely, 
 Zoho CRM Team 

Modifying Email Templates

You can modify the existing Email templates by changing the required fields.

To modify Email template

  1. Click the Setup link.
  2. In the Setup: Home page, under the Email Templates section, click the Email Templates link.
  3. In the Email Templates page, click the Edit link.
  4. In the Edit Email Template page, specify the following:
    • Name (mandatory): Specify the name of the Email template.
    • Select Folder (mandatory): Select one of the available folders.
    • Subject: Specify the subject to be displayed while sending Email to recipients.
    • Email Template Body: Create the Email message body by incorporating fields from modules. In the Email Template Body field, specify the following:
      • Select the type of field from the Field Type pick list. You can select fields related to contacts and leads.
      • Select the required fields from Available Merge fields drop-down list.
      • Copy the fields (for example, $contacts_firstname) from the Select Field drop-down list. Copy the field value displayed in Copy Merge Field value text box and paste in Email Body text area. You can create a template with 32000 characters.
  5. Click Save. The modified Email template is displayed in Email Templates home page.

Deleting Email Templates

Occasionally, you may need to remove some of the unnecessary Email templates from the Zoho CRM system for a better user experience. You may consider removing Email templates that are not useful for future reference.

To delete Email template

  1. Click the Setup link.
  2. In the Setup: Home page, under the Workflow Rules section, click the Email Templates link.
  3. In the Email Templates page, delete the required template by clicking the Delete link.

Managing Email Template Folders

You can store all the Email templates in an easy to access folders, which can be shared with other users.

To create Email templates folder

  1. Click the Setup link.
  2. In the Setup: Home page, under the Email Templates section, click the Email Templates link.
  3. In the Email Templates page, click the New Folder button.
  4. In the Folder Details do the following:
    • Folder Name: Specify name of the folder.
    • Description: Specify additional information about folder.
    • Accessibility Details: Select one of the following options:
      • All Users are allowed to view this Template Folder: Select if you would like to enable the folder access for all the users.
      • Show this Template Folder only to me: Select if you would like to enable the folder access only to you.
      • Allow the following users to view this Template Folder: Select the users or user roles that can access the folder.
  5. Click Save. The new folder can be used while creating new Email templates.

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