Work with mail merge templates


Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM Online, Dynamics CRM 2016

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

Microsoft Office Word templates are created and edited in Word, but can be uploaded to Microsoft Dynamics 365 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 Microsoft Office 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. Go to Settings > Templates.

  3. Click Mail Merge Templates.

  4. To create a new mail merge template, click 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. Enter the Ownership and Owner information. Use the handy tooltips as a guide.

  8. If you have enabled additional languages, you can select one for the template.

  9. To attach the template, click Browse, search for the template on your computer, and then click Attach. Only .xml documents can be uploaded.

  10. When you’re done, click 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, click Make Available to Organization. To revert the template to a personal one, click Make Personal.

See Also

Work with templates