Modern email template experience in Dynamics 365 – 2020 Release Wave 2

With 2020 Release Wave 2, we can now author the email template from within the Customer Service Hub app. (along with the classic Settings – Templates – Email Templates section)

Other blog posts on 2020 Release Wave 2

Navigate to Service Area – Templates

Clicking on New brings the below window, where we can specify Template Name, Permission Level, Category (entity), and Language.

The classic experience – (it had only template type field – which included value Global and entities)

  • The new Email Template editor brings a rich text experience. ( with the option of working with image inline)

The classic experience –

  • The new Email Template also brings the new modern and familiar toolbar.

legacy experience –

  • The new Insert / Edit dynamics text screen

Classic one –

  • We can also add attachments to the email template.

Now if we create a new email and try to apply the above template, we will be presented with the below message, which asks us to save the record first and then inserts the template, if we want the attachments to be part of it.

After saving the record, we can now insert the email template which also adds the attachments.

Dynamics 365 2020 release wave 2 –

Hope it helps..


Author: Nishant Rana

I love working in and sharing everything about Microsoft.NET technology !

9 thoughts on “Modern email template experience in Dynamics 365 – 2020 Release Wave 2”

  1. This is fantastic – the 2011 Email Template Editor is my biggest bug bear.
    Any idea how to include Dynamic text in a link? Seems to be a copy and paste effort at the moment.
    Also – is Customer Service Hub the only way to get to the new editor? If you go in to templates via it brings you to the old editor.



    1. I worked out how to get to it outside of Customer Service Hub – copy everything after the app id and paste it over another URL and it seems to open the new area in any app

      Liked by 1 person

  2. Thanks for the post! With the “Classic” approach, Global Email Templates allowed us to insert data fields related to any entity enabled for Activities (i.e., available for selection from the Email’s “Regarding” lookup), as explained in Now that the modern approach doesn’t allow the creation of “Global” Email Templates, do you know of a way to still be able to insert mergefields that relate to an Email’s “Regarding” lookup?


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