All mails outbound from the system must be manually selected using the Select and Send E-Mail button on the form. The user is offered an email screen with a drop down of Templates that relate to actions in the processing of the case.
On selection the displayed template can be edited in situ and then sent. A copy of the mail will be stored against the request to complete the audit trail. To check and edit these templates use the menu option Settings > Email Setup – and on the Type option select User Defined. To edit a template simply click on it and then edit in the offered window.