Description

When creating an email in Dynamics 365 and applying an Email Template, the side panel displays several fields as editable. However, any changes made in this panel are not saved or reflected in the created email.

Microsoft Support has confirmed this behavior is by design:

• The side panel is based on existing infrastructure
• There is no Save action for those fields
• The Select button only applies the template layout
• Any edits made in the panel are discarded after the email is created

While this may be technically expected, the current UX is misleading, as it strongly implies that changes made in the panel will persist.

Impact

This behavior causes confusion for users and leads to:

• Time wasted editing fields that will never be applied
• Inconsistent user expectations during email creation
• Reduced trust in the Email Template experience
• Increased support questions and rework, especially for sales and service users who rely heavily on templates

From a user perspective, editable fields without any persistence or warning feel like a bug rather than intentional behavior.

Suggested Improvement

Make the fields read‑only to clearly indicate they cannot be edited.

Business Value

Improving this experience would:

• Enhance usability and clarity in email creation
• Reduce user frustration and support overhead
• Improve adoption and confidence in Email Templates
• Deliver a more intuitive and consistent Dynamics 365 UX