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Selecting a Template within the Answer Customer Action isn't working


You are attempting to select a template from the Email to Case Premium Answer Customer action, and the template you select is not loaded into the publisher.


This issue may occur if the Case Feed Email Body Format setting is configured to "Text" only and the template you selected includes HTML.

To avoid this issue, please either
  • Configure this setting to use the "Text and HTML" option
  • Select a template that doesn't utilize HTML.
If you continue to experience an issue after trying the above-mentioned recommendations, please contact support by sending an email to


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