Customising your email templates

Settings → Email Templates — Customize the wording of emails sent from your workspace.

No plan restriction; everyone can edit these.

The three templates

Template	When it sends
Survey Invitation	The initial email asking for feedback
Survey Reminder	The follow-up to someone who hasn’t responded
AI Conversation Reply	Wraps an AI resolution reply with your greeting and signoff

Pick one from the cards (or the Select template dropdown on mobile).

What you can edit

Survey Invitation and Survey Reminder share the same fields:

Field	Required	Notes
Subject	Yes	The single biggest factor in whether it’s opened
Pre-header	No	The preview text after the subject in most inboxes
Greeting	Yes	e.g. Hi {{customer.first_name}},
Body Intro	Yes	The main ask
CTA Label	Yes	The button text
Body Outro	No	A closing line
Signoff	Yes	e.g. — The {{org.name}} team

AI Conversation Reply has only Subject, Greeting and Signoff — the body is what the AI wrote, so you’re framing it rather than replacing it.

There’s also an Active toggle per template.

You can’t edit the button’s link. The CTA always points at that recipient’s survey, which is what you want — it’s unique per person.

Variables

Fields support {{ }} merge variables. Type {{ to get autocomplete, or use the Available Variables panel.

Survey Invitation and Reminder:

• customer.name
• customer.first_name
• org.name
• response.url

AI Conversation Reply:

• customer.name
• customer.first_name
• org.name
• response.sentiment

Only these work — anything else is rejected when you save.

Two quirks of the variables panel worth knowing: you must click into a field first (the buttons stay disabled until one has focus — it shows Active field above), and clicking appends to the end of that field rather than inserting where your cursor is. For mid-sentence variables, type them by hand.

Preview it

The Preview tab renders the whole email, and it updates as you type — including unsaved changes. It uses a sample customer (Alex Smith), so {{customer.first_name}} shows as Alex.

Always check the preview before saving. It’s where you catch a variable that didn’t resolve, an awkward line break, or a greeting that reads oddly for someone with no first name on file. A broken variable shows as red error text rather than silently sending wrong.

There’s no test-send, so the preview is your check.

Writing ones that work

Subject: short and specific. “How was your visit on Tuesday?” beats “We value your feedback.” Avoid words that read as marketing — this isn’t a campaign, it’s a question.

Pre-header: don’t waste it. Most inboxes show it next to the subject, and repeating the subject there is a missed line.

Greeting: use {{customer.first_name}} rather than the full name — full names read like a form letter.

Body intro: say why you’re asking and how long it takes. “Thanks for choosing {{org.name}}. Your feedback helps us improve” works because it’s short and true.

CTA label: describe the action. Share Feedback beats Click Here.

Signoff: from the business, not from “the team at” a no-reply address. If you’ve set up a custom sending domain, this is where it lands properly.

Reset to default

Reset to default restores the original wording. It’s immediate and there’s no confirmation — but nothing is saved until you choose Save Changes, so you can navigate away to abandon it.

Automation emails are separate

Emails sent by a Send Email step in an automation are written inside that automation, not here. These three templates only cover survey invitations, reminders, and AI conversation replies.

→ Action reference