When an email template is attached to a CTA Email Task, users can edit the text of the email, but they cannot change the layout format.
This severely limits the ability for users to customize templates where appropriate.
Example:
I have an email template that contains standard sections/data points, but needs to give the user the option to include additional metrics that are specific to their particular customer. In this scenario, if the CSM doesn’t have exactly 3 additional metrics to include, they do not have the ability to delete the 3rd row of boxes.
If I remove that 3rd row of boxes from the template, they also do not have the ability to copy/paste/create more.
It appears they can somewhat do this in Gainsight Assist (it’s very tricky) however this defeats the purpose of tying to a CTA so we can specifically report on this email being sent or not.
