Email editor template changes in Dynamics 365 Customer Service

Email editor template changes in Dynamics 365 Customer Service (Deprecation of legacy editors in favor of a single, unified modern rich text editor).

Real-time User Journey

This journey illustrates how a Customer Service Administrator transitions from legacy templates to the modern editing experience:

1. System Notification: The Admin receives notice that the legacy rich text and enhanced email template editors have been deprecated as of May 23, 2025.
2. Accessing Templates: The Admin navigates to the Email Templates section in the Customer Service hub to update a standard “Case Resolution” template.
3. Automatic Migration: Upon opening the existing template, it automatically loads into the new Modern Rich Text Editor. No manual migration of the content is required.
4. Advanced Styling: The Admin notices the new HTML support. They switch to the HTML view to add specific CSS width units to ensure the template renders perfectly across mobile and desktop devices.
5. Quality Check: The Admin removes a nested table structure that was causing formatting issues in the old editor, taking advantage of the modern editor’s improved reliability.
6. Deployment: After a “Smooth Preview” check, the template is saved and immediately becomes available for agents to use when closing cases.

Step-by-Step: How to Enable This Feature

Because this is a platform-wide deprecation and upgrade, the feature is enabled by default for all users. However, admins should take the following steps to manage the transition:

• Step 1: Verify the Editor

Navigate to Settings > Templates > Email Templates. Open any template; it should now display the modern toolbar and offer an HTML editing tab.

• Step 2: Review Legacy Layouts

Since the “drag-and-drop” layout editor is being phased out, open any templates that used complex layouts to ensure they have converted correctly to the rich text format.

• Step 3: Update HTML Widths

To prevent rendering errors at runtime, Microsoft recommends manually validating that appropriate width units (e.g., width=”100%” or specific pixel values) are present in the HTML code of your templates.

• Step 4: Flatten Table Structures

If a template looks “broken,” check the HTML source for nested tables. The modern editor performs best with simplified table structures.

• Step 5: Admin Center Toggle (If applicable)

In some environments, you may need to go to the Power Platform Admin Center > Environments > [Your Environment] > Settings > Email > Email settings to ensure “Enhanced email template editor” is toggled correctly if you wish to use specific advanced features.

Infographic: The Shift to Modern Email Templates

Feature	Legacy Editor (Deprecating)	Modern Editor (New Standard)
User Interface	Split between “Rich Text” and “Enhanced.”	Unified: One interface for all templates.
Design Method	Drag-and-drop layout blocks.	Rich Text + HTML: Greater precision and branding.
HTML Support	Limited or inconsistent.	Full HTML Editing: Style content exactly as needed.
Reliability	Known formatting and preview issues.	Enhanced Stability: Smoother rendering at runtime.
Legacy Support	Phasing out.	Auto-conversion: Existing templates open here automatically.

References

Email editor template changes in Dynamics 365 Customer Service