The process has changed since last month and I'm lost. I'm trying to use the send email option to a selected list of contacts. I used to have a filtered list, choose send email, then select a format which could then be edited and I would select the template icon which would let me know it would override anything I had already typed - which was fine since I wanted to use the template, and then send.
Now, however, I am unable to follow the same process... I select my contacts, click send email, and I'm unable to find anything that looks remotely possible to use the template I've created to send out...
Any help is appreciated.
#Salesforce Admin
Hi Tami,
Don't worry, the functionality is still there, but a couple of UI layout changes and common list view quirks can make the template button seem to disappear.
Here are the most common reasons this happens and how to get your template back:
1. Check the Bottom-Left / Bottom Toolbar of the Composer
In the Send List Email pop-up window:
- Look at the bottom toolbar (below the main body text box, near the send/attachment buttons) rather than the top formatting bar.
- Look for an icon that looks like a sheet of paper with a plus sign / folded corner (the tooltip will read "Insert, create, or update template").
- Click that icon and select Insert a template... to choose your template. You will get that familiar prompt asking if you want to overwrite existing content.
2. Make Sure the Composer Isn't Minimized or Cut Off
If your browser zoom is high or the modal is docked:
- Sometimes the action toolbar at the bottom gets pushed below the visible window frame.
- Try maximizing the email composer pop-up or zooming out (Ctrl - / Cmd -) to reveal the bottom icon row.
3. Check Which List View You Are In
- If you are in the default "Recently Viewed" list view, mass emailing behavior and button visibility can be restricted or behave inconsistently.
- Make sure you switch to a custom list view (e.g., All Contacts or your specific filtered list) before selecting records and clicking Send List Email.
4. Template "Related Entity Type" Mismatch
If you click the template icon but your template is not showing in the list:
- When creating Lightning Email Templates, check the "Related Entity Type" field on the template.
- If it was created specifically for a different object (like Lead or Account instead of Contact), or if the folder where the template is stored isn’t shared with your user/public group, it won't appear as an option to insert when sending from Contacts.
Hope this gets your emails out the door! If this helps resolve it, please consider marking it as Best Answer so others running into the same issue can find it quickly.
