Navigate to Settings -- Office Settings -- Interacting with my Clients and Agents -- Email Template Options
The following screen will appear that lists the email templates associated to the various actions:
Each action has a drop down list of all the Email Templates in your ISN, and you can pick exactly what email template is to be sent for that action.
Once your changes are complete, please remember to click on Save Settings.
If you have any questions about this process please let us know! You can reach us by chat, email at firstname.lastname@example.org, or phone at (800) 700-8112.