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Email templates & drafts

The app writes emails about your cases and puts them in your own Gmail as drafts. You review each one and click Send in Gmail. An email template saves the recipients, message and attachments an email starts from.

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Updated 2 min read

The app never sends email. It writes a draft from your cases and files; you send it from your own Gmail.

Fig. 01The app writes the draft in your Gmail. You read it and click Send there.

Before your first email

Opens on Pro. Connect Gmail once: Settings, Account, turn on Gmail. The app only asks to create drafts.

Fig. 02Three things an email needs. The owner has them all; an admin gives Compose emails to a teammate.

Write an email

  1. Open a case: Case actions, Compose email. For several: Select cases, tick them, Compose email in the bar.
  2. Tick more cases in the list to grow the same email.
  3. Pick a Template or write your own. Insert field drops a case value at the cursor. A paragraph with one repeats for each case.
  4. Under Attachments, tick files and pick Attach or Link for each.
  5. Click Open Gmail draft. Gmail opens on the draft.
An email open over two ticked cases, numbered 1 and 2 in the list. The email starts from the Payment confirmation template: a recipient in To, a subject, and a message whose middle paragraph is framed and marked Repeats for each case. The footer shows 2 of 20 files and Open Gmail draft.
Fig. 03One email about two cases. The framed paragraph repeats once for each case.
  • Link opens only for people who can open the case in the app. For anyone else, Attach.
  • Cancel closes without a draft.

Email templates

Owners and admins keep them under Email templates in the sidebar: + for a new one, or open one and click Edit. A template holds To, Cc, Subject, the message, and Attachments rules: All case files, one file category, or Case uploads and note attachments; Attach or Link; a Rename to… pattern if you want one. Click Save template.

The Payment confirmation email template: a To address, no Cc, the subject Invoice {id} is approved, and a message with one paragraph framed as Repeats for each case. Under Attachments, one rule attaches the Invoice files. Edit and Compose email buttons sit at the top.
Fig. 04An email template: who it goes to, what it says, and which files it attaches.
  • Compose email on a template starts an email from it.
  • Owners and admins keep an email as a template with Save as template…. Teammates pick one from the Template menu.

Limits and fixes

One Gmail draft holds:

Fig. 05Past these, Open Gmail draft waits until you trim the email.
  • Connect your Gmail to compose: click it.
  • Uncheck some files: over 20 files.
  • Over 22 MB: switch files to Link.
  • Gmail didn't open: a blocked pop-up. The draft waits in Gmail Drafts.
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