Work with mail merge templates


The mail merge template feature has been deprecated and is not supported. In Dynamics CRM 2016 (version 8.0), we introduced server-side document generation using Word and Excel templates. You can use these templates to provide standardized documents or customized data analysis for your organization.

You can use mail merge templates with Office Word to create customer-ready letters, faxes, e-mail messages, and quotes.

Word templates are created and edited in Word, but can be uploaded to customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), to use with mail merge and share with other users. Only Word .xml documents can be used as templates. To learn more about how to create mail merge templates, see the online Help in Word.

  1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365.

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. In the Power Platform admin center, select an environment.

  3. Select Settings > Templates > Mail merge templates.

  4. To create a new mail merge template, select New.

  5. In the Mail Merge Templates form, enter a Name and an Associated Entity (record type).

  6. You can enter a description of the template. This is not displayed to the recipient.

  7. Select Save.

  8. Select Data Fields, select the columns to add as fields in your email, and then select OK.

  9. Select Save, and then select Create Template in Word.

  10. Select Add-ins, and then select CRM.

  11. Proceed through the Mail Merge process and save the template.

  12. Return to the Mail Merge Template page, and then select Choose File.

  13. Select the newly created mail merge document, select Open, and then select Attach.

  14. Select Save and Close.


To change a personal template to a shared one, after you save the record on the template form, on the More Actions menu, select Make Available to Organization. To revert the template to a personal one, select Make Personal.

Use a mail merge template

After creating a mail merge template, follow these steps to use it.

  1. In the Power Platform admin center, select an environment and open it.

  2. Select Advanced Find and select the customers to send an email.

  3. Select Mail Merge, choose the Personal mail merge template, and then select Download.

  4. Open the downloaded file in Microsoft Word and go through the steps.