Email templates help agents compose email messages using a defined template associated with a set of labels, channels, categories, and contexts. You can access the Email templates page to create and edit templates.
Integrating variables in email templates
You can integrate variables defined in email templates. The available variables are linked to the custom fields in the customer identity. For each variable that refers to an identity, the variable will match that of the identity that is associated with the incoming message (the message to which an agent is replying or interacting).