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.
You build templates to standardize client updates and vendor requests. A template formats the email and gathers the right files.
What lives in a send template
You need to be the workspace owner or a workspace admin to build one. Visible categories and fields are not stored on the template. You configure those in the Team view baseline or by clicking a person's avatar on a case.
The Template Name is an internal label for the dropdown. The Subject / Title and Body format the email.
Source Rules automatically select documents. Choose a Source Type and a Category. Case Files include files generated by the app. User Attachments include manual uploads and case note attachments.
Choose a Mode to determine how files travel. Send files attaches the document, and Send link writes a URL line in the body. A rule selects every file in that category. A template with zero source rules pre-checks every file on the case.
Use the Rename to field to standardize attached filenames. Tokens include {case.identifier}, {case.<key>}, {file.category}, and {file.original}. An empty field keeps the original name.
The app adds a number suffix if rules produce duplicate names. You can click Delete on an existing template to remove it.
Writing the subject and body
The token picker lists every data key your templates can produce. Click a chip to insert the token. You can also type dotted paths the picker omits, like {case.contact.company}. Double braces like {{id}} work exactly like single braces.
{id}and{displayId}both insert the case identifier.{index}inserts the 1-based position of a case in a batch.{caseCount}and{displayIds}render once for the whole selection.- Field tokens use the data key in the format
{case.<key>}.
Extracted date fields offer a chip ending in (original). The {case.<key>__original} token inserts the verbatim text read from the document.
A multi-case share produces one combined draft. Paragraphs containing a case token repeat for each case. The editor paints a Repeat Items badge over them.
Paragraphs without case tokens render once in their original position. Adding a case token to a normal paragraph automatically pads it with blank lines and makes it repeat. You can write an explicit {{#each cases}} and {{/each}} block to repeat content regardless of paragraph rules.
Composing a draft
You need a Pro workspace to connect Gmail. Turn on the Gmail toggle in Settings > Account. Owners always have compose access. Workers need an admin to enable Compose Emails in their Configure Access panel in the Team view.
Trigger a draft using Compose share in a case overflow menu or Compose Draft in the batch action bar. You can also click the Open Send Composer button in a chat result. The composer automatically loads your default send template, or your only template.
The How to send section lets you pick another Saved Send Template. You can also choose Last used to reload your previous manual setup. The To and Cc fields autocomplete from past recipients in this workspace.
The Send Sources panel lists matched files. You can check or uncheck individual files and switch their mode between Attach and Link. Click an attachment name to rename it inline.
This inline rename carries to the next case when you share one by one. In a multi-case draft, the app prefixes every attachment name with its case identifier. While composing, the token picker lists values that actually exist on the selected cases in dashboard column order.
You can type tokens directly into the subject and body. The Resolved Preview shows the final resolved text. When your edits differ from the template, you can click the Save changes to "{name}" button to update it.
You can save a manual setup as a new template. Open the Save Config section and toggle Save as Template. Type a Template Name and click Save Template.
Click Open Gmail Draft. A new tab opens Gmail pre-filled. A draft holds at most 50 To addresses, 50 Cc addresses, and 20 attachments. Sharing creates no entry in the case activity history.
Sharing without a draft
The app offers two ways to share a single file directly to your device share sheet. You bypass templates and Gmail drafts. Click the Share button in the document review modal. You can also use the Compose share action on a file row in the Documents console.
Troubleshooting
- Footer says "Ask your workspace admin to enable Compose Emails for your account.": You lack the capability. You can read the composer but not dispatch a draft.
- Footer says "Connect your Gmail to compose": You have permission but no connected account. Click the button to run the one-time authorization, which asks only for permission to create drafts. After consent, the app returns to Settings, Account. You can reopen the composer from the case.
- Size error on composing: The app blocks drafts with over 22 MB of attachments to leave room for the 25 MB Gmail limit. Switch some attachments to Link or remove a file.
- Lost the draft: If your browser blocks the pop-up, the draft still builds and a toast appears. Open your Gmail Drafts folder to find it.