Compose an email from an email template
As an agent, you can compose emails using email templates. These templates contain default values for fields that you can easily add to email messages in the Compose panel on case records.
Before you begin
Role required: sn_customerservice_agent
About this task
Default values in email templates can include the recipients (email addresses in the To, Cc, and Bcc fields), the sender, the subject of the email, and text to include in the message body. For more information, see Email templates feature.
Procedure
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Open CRM Workspace.
-
Open a case.
-
Select the Email tab in the Compose panel.
-
Select the Email Templates tab in the contextual side panel.
The system displays the available email templates.
-
Select the desired template.
The selected template card expands to show the template details.
-
Select Apply Template.
The system populates the values for the configured fields in the email. If these fields already contain values, applying the selected template overwrites these values.
-
Add text for the body of the email in the text field.
-
Select either Save as draft or Send Email.
The system stores draft emails in the Draft Emails tab on the case record.
---
title: Compose an email from an email template
description: As an agent, you can compose emails using email templates. These templates contain default values for fields that you can easily add to email messages in the Compose panel on case records.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/compose-email-from-email-template.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Manage email tasks, Using CRM Workspace in Customer Service Management, Manage cases, Use, Customer Service Management]
---
# Compose an email from an email template
As an agent, you can compose emails using email templates. These templates contain default values for fields that you can easily add to email messages in the Compose panel on case records.
## Before you begin
Role required: sn\_customerservice\_agent
## About this task
Default values in email templates can include the recipients \(email addresses in the To, Cc, and Bcc fields\), the sender, the subject of the email, and text to include in the message body. For more information, see [Email templates feature](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/csm-default-record-page.md).
## Procedure
1. Open CRM Workspace.
2. Open a case.
3. Select the Email tab in the Compose panel.
4. Select the Email Templates tab in the contextual side panel.
The system displays the available email templates.
5. Select the desired template.
The selected template card expands to show the template details.
6. Select **Apply Template**.
The system populates the values for the configured fields in the email. If these fields already contain values, applying the selected template overwrites these values.
7. Add text for the body of the email in the text field.
8. Select either **Save as draft** or **Send Email**.
The system stores draft emails in the Draft Emails tab on the case record.
| title | Compose an email from an email template |
| description | As an agent, you can compose emails using email templates. These templates contain default values for fields that you can easily add to email messages in the Compose panel on case records. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-service-management/compose-email-from-email-template.html |
| release | brazil |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Manage email tasksUsing CRM Workspace in Customer Service ManagementManage casesUseCustomer Service Management |