Send templates (reusable share configs)

A send template is a saved configuration for a case share — a name, a tokenized subject, a default body, and per-category source rules (which files attach vs. just link). Build them once, reuse on every share.

Last updated 2026-05-26

What you need

Owner or Member role
A workspace whose cases get shared

What lives in a send template

Name — internal label so you can pick it from the dropdown at share time.
Subject pattern — tokenized subject. Two token shapes are supported: {id} for the case identifier, and {case.<field_id>} for any non-batch template field (e.g. {case.vendor_name}). The token picker in the editor lists every available token from the workspace's templates.
Body — the message text of the Gmail draft. Same tokens as the subject. 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 of the shape {kind, categoryId?, mode}. kind is case_file (a file attached to the case) or user_attachment (an arbitrary file the user adds at share time). mode is attach (file is inlined as a MIME attachment in the draft) or link (a Name: URL line is added to the body instead). Source rules pre-select what gets attached when the modal opens — you can still toggle per-source at share time.

Not on the send template: visible categories (those are per-collaborator on the case's Clients panel) and exposed forms (per-collaborator's Manage forms menu). Recipients can be filled in inline at share time or set as defaults on the template (default To and Cc lists).

Step by step (creating a send template)

Open the workspace settings and find Send templates.
Click + New send template.
Name it — Initial client review, Send for signature, Status update.
Write the subject. Use the token chips below the input to insert {id} or {case.<field_id>} tokens.
Write the body. Same token grammar. Paragraphs with case tokens repeat per case in bulk sends.
Configure source rules. For each file category your workspace uses, decide whether files in that category should attach to the share or just be linked. Add rules per category as needed.
Save.

A send template

NameInitial client review

SubjectPermit ready: {id}

Bodytokenized greeting + per-case section

Source rulespermit:attach, inspection_report:link

Tips

Renaming files before sending

You can control the filename your recipients see in two ways:

Set a pattern on the template. In Settings → Send Templates, each source rule has a "Rename to" field. Use tokens like {case.identifier}_invoice.pdf to generate a consistent name for every send that uses this template.
Rename inline in the composer. When the Send composer is open, click any attachment's name to edit it. Your edit applies to this send and carries over to the next case if you're sending one-by-one through a batch.

Supported tokens in a rename pattern: {case.identifier}, {case.<field name>}, {file.category} (the file's category name), and {file.original} (the original filename). If you leave the rename field empty, the original filename is used.

Reusing your last setup

When you send from the composer, the next time you open it for a different case the picker shows "Last used" at the top. Picking it pre-fills the composer with whatever you used last — subject, body, and any inline filename renames.

This is designed for batch sending: tweak the template once for the first case, then power through the rest reusing the same setup. If you want to revert to a clean template, pick that template from the list — re-clicking it any time resets to the saved values.

If you want to make your tweak permanent, the composer shows a "Save changes to <template>" button when your in-flight subject or body differs from the saved template — clicking it updates the template so the next batch starts there.