Hello, for a while now whenever a customer agent chooses an email template to use in a case, they no longer have the option to select the language to see all the language templates, but whenever a sales person uses the email templates in account for example, they do have the option to select the language.
In Sales, I clearly see the option to swith the language
In Customer service, there is no option
Is this something that can be changed?
Otherwise, we have to create duplicates in templates so the the French user can also access the templates writting in English and vice versa.
Email templates - Sales vs Customer service - choice of language
Confirm Template Type
Make sure you’re using Email Templates (Classic), not the newer Email Template (Enhanced) or Email Template in Customer Service Hub, as they behave differently. Form Context
On a Case email activity, the template selection panel is often limited. Compare if the “Insert Template” command is launching the old dialog or the new panel. App Differences
In Sales Hub → language picker is available.
In Customer Service Hub → it may be missing due to app settings or feature flags. Workarounds
Ensure that all templates are enabled for the entity "Case" and localized properly.
If you need multilingual template selection in Customer Service, you may need to switch back to the classic email editor (if available) or build a small custom PCF control / quick command to allow agents to pick languages.
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