Email Generation

Create personalized customer emails with AI assistance.

Overview

AI-powered email generation creates context-aware email drafts based on account data, signals, and your specifications.

Accessing Email Generation

From Account

Open account profile
Click Email tab
Click Generate with AI

From Copilot

Open Copilot
Type “Write an email for [account]”
Or ask specific request

From Email Drafts

Go to Email Drafts
Click New → AI Generate

Email Types

Routine Communications

Type	Best For
Check-in	Regular touchpoints
Follow-up	After meetings or calls
Thank you	Post-interaction appreciation
Introduction	New CSM or stakeholder
Meeting recap	Summary after calls

Strategic Communications

Type	Best For
Renewal outreach	Starting renewal process
Renewal reminder	Approaching renewal date
Expansion proposal	Upsell/cross-sell
QBR invitation	Scheduling reviews
Executive alignment	C-suite communication

Issue Communications

Type	Best For
Apology	After issues or outages
Support update	Resolving problems
Escalation	Involving leadership
Offboarding	Customer departure

Generating Emails

Step 1: Select Type

Choose email category:

Check-in
Follow-up
Renewal
Expansion
Custom

Step 2: Provide Context

Add details for personalization:

Field	Description
Key points	What to include
Tone	Formal, professional, friendly
Length	Short, medium, long
References	Past interactions, documents

Step 3: Generate

Click Generate to create draft:

AI analyzes account context
Generates personalized email
Presents for review

Step 4: Review and Edit

Review generated email:

Check accuracy
Adjust tone
Add personal touches
Make any edits

Step 5: Send or Schedule

Send now: Immediate delivery
Schedule: Set future time
Save draft: Edit later

Tone Settings

Available Tones

Tone	Use When
Formal	Executive communications
Professional	Standard business
Friendly	Warm relationships
Persuasive	Sales, expansion
Empathetic	Support, issues

Adjusting Tone

Click tone selector
Choose new tone
AI rewrites in new tone
Review and approve

Customization

Adding Personal Touches

After generation:

Add specific details
Include recipient’s name
Reference past conversations
Add your signature style

Including Data

Reference account data:

Health score context
Usage metrics
Recent interactions
Specific achievements

Custom Instructions

Provide specific guidance:

Example Instructions:
• Mention their recent product launch
• Reference the case study we sent
• Include pricing options
• Add a P.S. about upcoming webinar

Context Injection

AI uses account data:

Data Source	Used For
Account profile	Greeting, context
Health score	Risk/recovery messaging
Recent signals	Current situation
Meeting notes	Relevant talking points
Previous emails	Tone consistency
Timeline events	Chronological context

Best Practices

Writing Good Prompts

Tip	Example
Be specific	“Email checking on their Q2 goals”
Include context	“They had support issues last week”
State purpose	“Want to offer free training”
Set tone	“Keep it warm and supportive”

Review Checklist

Before sending:

Quality Tips

Do	Don’t
Add specific details	Leave as generic
Reference their goals	Talk only about yours
Include data points	Make claims without evidence
Add personal insights	Sound robotic
Proofread	Trust AI completely

Templates

Using Templates

Click Use Template
Select from library
Fill in placeholders
Generate with AI
Customize

Creating Templates

Click Create Template
Enter template:
- Name
- Subject line
- Body with {{variables}}
Save for future use

Template Variables

Variable	Replaced With
`{{customer_name}}`	Recipient’s name
`{{company_name}}`	Account name
`{{cs_name}}`	Your name
`{{product_name}}`	Product name
`{{date}}`	Current date
`{{meeting_date}}`	Scheduled meeting

Troubleshooting

Issue	Solution
Generic output	Add more specific context
Wrong tone	Explicitly select tone, edit
Missing data	Provide details manually
Slow generation	Try again or simplify
Formatting issues	Edit in rich text editor