Send templates & drafts

A send template saves a reusable share config (name, tokenized subject, default body, per-category source rules), and using one composes a real Gmail draft in your own mailbox that you review and click Send on yourself.

Updated 4 min read

What lives in a send template

You need to be the owner or a workspace admin to build one. A send template holds four parts:

  • Name: internal label so you can pick it from the dropdown at share time (Initial client review, Send for signature, Status update).
  • Subject pattern: a tokenized subject. Case-level tokens render once per case: {id} (case identifier), {displayId} (display identifier), and {index} (1-based position in the selected batch). Aggregate tokens render once for the whole selection: {caseCount} and {displayIds}. Field tokens use {case.<field_id>} for any non-batch template field (e.g. {case.vendor_name}). The token picker adapts to where you are: while composing, it lists the values that actually exist on the selected case(s), including any you added through chat or by editing the case, in the order the fields appear in your templates (the same order as your dashboard columns). In the Send Templates editor, where no case is selected, it lists every field your templates can produce. A date field whose value was extracted also exposes a {case.<field_id>__original} token (picker chip reads …(original)) inserting the document's verbatim date text.
  • Body: the draft's message text, same tokens. Paragraphs containing case tokens repeat per case in a multi-case share; paragraphs without case tokens render once at the top.
  • Source rules: per-source-category rules {kind, categoryId?, mode}. Source Type is Case Files (files on the case) or User Attachments (files you add at share time). Mode is Send files (inlined as a MIME attachment) or Send link (adds a Name: URL line to the body). Rules pre-select what attaches; you can still toggle per-source at share time. Rules apply at the category level, not per-file: if a case has two permit files and the rule says attach, both go in.

Not on the template: visible categories and fields (set per teammate/client baseline in the dashboard's Team view, or narrowed per case by clicking that person's avatar at the top of the case) and exposed forms (Manage forms in the same popover). Recipients can be inline or saved as default To/Cc lists.

1Open the Workspace Settings drawer (gear icon on the active workspace row) → Send Templates → New
2Fill in Template Name
3Write the Subject / Title, click a token chip to insert {id} or {case.<field_id>} at the cursor
4Write the Body (same chips)
5Configure Source Rules: Add Rule → pick Source Type, Category, and Mode (Send files / Send link), one rule per category
6Save

Renaming files & reusing setups

Each source rule has a Rename to field. Tokens {case.identifier}, {case.<field name>}, {file.category} (the file's category name), and {file.original} (the original filename) build a consistent recipient-facing filename (empty = original name). You can also rename inline: click any attachment's name in the composer; the edit carries to the next case in a one-by-one batch.

When you reopen the composer, the picker shows "Last used" at top, pre-filling your last subject, body, and inline renames: ideal for batch sends. Re-click a template any time to reset to saved values. When in-flight subject or body differs, a "Save changes to <template>" button makes the tweak permanent.

Composing the draft

Sharing creates a real Gmail draft in your own mailbox (there's no "send as the workspace owner" option, drafts always land in the signed-in user's mailbox). You need your Gmail connected (the Gmail toggle in Settings → Account, one-time OAuth, same connection as inbound automations) and the compose capability (Owners always have it; workers are granted per-account in the dashboard's Team view: their card → Configure Access → Compose Emails).

The app composes a {to, cc, subject, body, attachments} payload and hits Gmail's draft endpoint (users/me/drafts), never the send endpoint. A new tab opens Gmail's compose view pre-filled; you click Send. The app composes; it never sends. Human review is cheap insurance against wrong recipients or attachments. Direct send may become opt-in after production testing.

1Open a case, or select multiple in the dashboard
2Trigger the share: Compose share (case overflow menu) or Compose Draft (batch action bar)
3Pick a send template, or set recipients/subject/body/attachments inline
4Edit subject and body directly (what you type travels in as-is)
5Click Open Gmail Draft
6Gmail's compose view loads pre-filled
7Review and click Send inside Gmail

Troubleshooting

  • No Open Gmail Draft button, footer says "Ask your workspace admin to enable Compose Emails for your account.": you lack the capability. You can read the composer and see what the draft would contain but not dispatch it; ask your admin to flip Compose Emails in your card's Configure Access panel in the dashboard's Team view.
  • Footer says "Connect your Gmail to compose": you have permission but no Gmail. Click it for the one-time OAuth; the button then replaces the CTA.
  • Size error on composing: Gmail caps attachments at 25 MB total per draft. Switch some attachments to Link mode (Name: URL lines) or remove a file.
  • Lost the draft: it sits in your Gmail Drafts folder; reopen, edit, and send from Gmail's sidebar even after closing the tab.
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