What's happening?
After enabling the enhanced email template editor in Dynamics 365 Customer Service, users noticed that the 'Recently used' section is no longer available when inserting email templates. Additionally, the search functionality does not automatically initiate while typing keywords; users must manually activate the search, causing usability overhead when frequently selecting from numerous templates.
Reason:
The observed behaviors are by design in the enhanced email template editor of Microsoft Dynamics 365. The enhanced editor does not include the "Recently used" section and does not initiate search automatically while typing, unlike the legacy email template editor.
Resolution:
The behaviors described are expected and designed functionalities of the enhanced email template editor. The enhanced editor provides a new template gallery with the following capabilities:
- Multiple views for template selection.
- Search capabilities based on title, subject, and content.
- A standard set of filters that can be enhanced with custom fields.
- Administrators can enable template views, allowing users to select from multiple views.
- Administrators or users can create additional views for further usage.
If the enhanced email template editor does not meet your business requirements, you can disable it to revert to the legacy email template editor. Follow the instructions provided in the official documentation: "How to enable the enhanced insert email template selection dialog in Power Apps," specifically the section titled "Disable the enhanced email selection dialog for an app."