Mich_S,

Appreciate your help, but the issue isn't with the template or wanting to change the defaults. It's with being able to pull up the template to email from within Quickbooks, and being able to *add customization* on an e-mail by e-mail basis (i.e. ship date, order number, since the fields we can actually put in the email templates are very limited - that's perhaps an issue in itself). I have been working with a client today as well that has always been able to do this from withing Quickbooks, and as of yesterday (4/19/21) that functionality disappeared. 

We were able to find the following workaround for now that I hope will help anyone else having this issue:

1. Pull up the email like you normally would, from your invoice or sales order screen. Don't make any customizations as they won't flow through to Outlook, but SAVE it. (For my client there was a button for this at the top of the email window.) This actually saves it as a draft in your Outlook.

2. Close the email from within Quickbooks. It is locked from editing in Outlook as long as it's open in Quickbooks.

3. Go to your drafts folder in OUTLOOK. You can open the email here and make any customizations you need to and send to the customer.

My client was able to do this and send their customized messages still. It's an extra step, but will let you do what you need to until this issue is fixed by Quickbooks.