Email editor template changes in Dynamics 365 Customer Service
We are introducing an important update to streamline and modernize how email templates are created and edited. As of May 23, 2025, we are deprecating the legacy email template rich text editor and enhanced email template editor and moving to a single, modern email template editor for all users.
Change management can be challenging—especially when it involves tools you use every day. This update aims to simplify the experience by consolidating two editors into one, eliminating inconsistencies, and delivering a more streamlined and feature-rich email template editing experience.
What’s new?
- Unified editing experience: All templates will now be created and managed using a single, modern rich text email template editor, eliminating the need to switch between different editors.
- HTML support for customization: The new editor supports HTML editing, giving you the flexibility to design custom layouts, apply consistent branding, and style content exactly the way you need.
- Improved reliability: This unified modern rich text editor removes formatting issues. Additionally, it provides smoother previews and a more reliable experience at both creation and runtime.
What’s going away?
We are phasing out the drag-and-drop layout editor from the legacy tool. Existing templates will remain valid, but admins must review them after the change goes live to ensure the formatting displays correctly in the new rich text editor.
Will my existing email templates still work?
While there’s no change to how emails render when sent, you may need to adjust some formatting at the reviewing and editing stages.
What’s different about the new editor?
The new rich text editor offers a more modern and consistent experience. It now supports HTML editing, which means you can still use custom layouts and styles—just with better reliability.
Can I still use drag-and-drop to design my emails?
We are phasing out the drag-and-drop layout feature from the legacy rich text editor.
Do I need to recreate my templates in the new editor?
No. You can continue using your existing templates. When you open them for editing, they’ll now open in the modern editor automatically.
What changes should I make to existing email templates?
We strongly suggest incorporating these changes to email templates to prevent errors in formatting:
- Validate that appropriate width units have been added to the HTML format to help email templates render well at runtime
- Avoid nested table structures, which can lead to formatting errors.
What if I need help adjusting to the new editor?
We’ve updated our documentation and support resources to guide you through the transition. You can also reach out to your support contact for personalized help.
Learn more
To learn more, read the documentation: How to create an email template in model-driven apps – Power Apps | Microsoft Learn
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