CRM email templates live in the Messaging area and are used for manual outbound communication, saved reply structures, and faster one-to-one sending. They are different from campaign templates, which belong to the Campaigns module and control marketing email layouts.
What CRM email templates are for
Saved outreach messages for sales reps
Common follow-up replies or update emails
Reusable message structures for manual sending from the CRM
Keeping team messaging consistent without using the full campaign builder
Where to manage them
Open Messaging from the sidebar.
Use the Email Templates area to review saved templates.
Create, edit, duplicate, enable, or archive templates based on actual sales and support usage.
Use those templates when composing manual messages or structured follow-up emails.
How CRM email templates differ from campaign templates
CRM email templates are for manual or direct messaging workflows.
Campaign templates are for the campaign builder and bulk marketing sends.
CRM templates help a rep or admin send faster; campaign templates help marketing keep campaign layouts reusable.
Use CRM email templates alongside the Email Log and direct message workflow. This side of the app is about manual communication and history, not campaign-builder design.
Best practices
Name templates based on the actual use case, such as follow-up, quote reminder, or account-intro email.
Keep the copy editable so a rep can personalize it before sending.
Review older templates regularly so outdated offers or old wording do not stay in circulation.
Keep manual message templates concise. If the layout is becoming a full campaign design, move that work to campaign templates instead.
Common mistakes
Using a CRM template where a campaign should have been built and tracked properly.
Duplicating the same follow-up template many times with only slight wording changes.
Assuming a CRM email template will appear in the campaign template library.
