Templates
A six-template library, plus your own copy — variables, a button or offer card, or a draft from the assistant.
Writing a template
Automations → Templates. A template is a subject and a body, written in a rich editor. Type {{ anywhere (or use the toolbar) to insert a variable, filled in automatically at send time:
| Variable | Opens |
|---|---|
{{portal_url}} | Card update (Unpaid) or the full Customer Portal (Leaving) |
{{keep_url}} | The "stay" confirmation page |
{{offer_url}} | The offer-claim page (Leaving or Win-back) |
{{pause_url}} | The pause confirmation page |
Click Preview above the editor to see the email exactly as it will land: your brand, real sample values, and a receipt line (plan, price, due date) in Ticket language. Edit switches back — only one view shows at a time.
Editor tools
The toolbar has Bold, Italic, headings, lists, then Link, Offer, Button, and the assistant's sparkles icon.
- Link and Button open the same dialog: a visible label, and a link picked from the four variables above.
- Offer inserts a centered card with a discount summary and a button to the offer page. Use it when a Leaving or win-back sequence will attach a Connect coupon — never type a percentage or amount yourself, the variable prints the real discount at send time.
Payment and offer links only belong inside these blocks — never as a raw URL in the text.
Draft with the assistant
On an editable template, the sparkles icon opens a panel to the right of the editor. It offers Draft on an empty body, Rewrite otherwise.
The first generation works from a short brief: your business (optional), the email's role, a tone, and whether a coupon offer should be built in.
| Role | Without a coupon | With a coupon |
|---|---|---|
| Unpaid | Card-update button | — (no coupon on unpaid emails) |
| Leaving | Card-update button | Offer card |
| Win-back | First name only | Offer card |
Draft fills in the name, subject, and body, then the panel switches to Refine: type a tweak (a slogan, an instruction) and click Improve. Each new request accounts for everything you already asked earlier in the same session. Nothing is saved until you click Save.
The assistant is included during the 60-day trial and while you're subscribed. An unpaid email always keeps a card-update button, even if you ask to remove it — an instruction can't drop it.Library templates
Six English templates ship with a Platform badge. You can attach them as-is on a Message block. Duplicate if you want to translate or rewrite. You can Activate or Deactivate them like any other library row. They do not count as your first template in Get started.
Each one greets on its own line (Hi {{customer_name}},), then two short recovery sentences, then one chrome block, then a next-step close. Your brand wrap is added at send. There is no team footer, and no hardcoded discount.
| Template | Chrome |
|---|---|
| Unpaid — update your card | Button to update the card |
| Save — your offer | Offer card (discount summary + offer page) |
| Save — stay with us | Button to stay |
| Save — pause for a bit | Button to pause |
| Win-back — come back | Offer card |
| Win-back — we have news | Short news, then the same Offer card |
The offer card prints the real discount only after you attach a Stripe coupon on your sequence. Until then the summary stays empty. Do not add a second button next to the card.
SMS templates
New asks for a channel: Email or SMS. An SMS template is a name and a short plain text, used by SMS steps on Unpaid sequences. Its variables and length limit are on SMS.
Managing templates
- Click a row to edit it; the eye icon previews without opening it.
- Templates are active as soon as they're created — deactivate the ones a sequence shouldn't use anymore.
- Platform templates are read-only in the editor: Duplicate to edit if you need your own wording.
- A template used by a message block shows up by name on that sequence's canvas.
Editing a template changes future sends — a run already in flight keeps the content it started with, so what a customer received always matches what you see in the run's preview. If a change would break a sequence (for example, removing a variable an offer requires), saving is rejected and you're told which sequence is affected.