Our call center agents can see the email template folders that they have access to under Setup > Email > My Templates. They see email templates that are not flagged as "Available to Use", too, and some of them do copy texts from them, which they should not do.
Is it possible to hide the email templates that are not available to use?
The agents should still be able to select templates when sending emails from cases.
Best Answer
The only thing you can do is to move those templates to folders they don't have access to.