Recipients of communication templates

In the Communication Templates application, you can add recipients to communication templates. You can choose from four types of recipients: roles, persons, person groups, and email addresses. You can add one or more recipients from each category, and you can add more than one type of recipient.

If you are creating a communication template for use with a workflow process or escalation process, you must add at least one recipient. If you are creating a template for use with the Ticket application or the Work Order application, you do not have to add a recipient. If you do not add a recipient, users who apply the template to a record are notified that an email is not sent, because there are no recipients.