...
To create an email using your template, go to the "Docs & Comms" tab in a case, click the "New" button and selecte "Create Email". This will bring up a window that will allow you to compose an email or select a template
Select your template
Selecting your template will generate your text and populate all of your fields from the case details, you will now have an opportunity to review before clicking "Send E-mail" to send the message.
...