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Email templates let you define reusable emails — a subject line and an HTML body with placeholder tokens — that your voice agents send during calls via the existing send_email tool. At send time the template is rendered server-side with live call context, so the raw {{token}} syntax never appears in the delivered email. Templates are strictly scoped to their owning organization. All endpoints require a valid access token, and a request can only read or modify templates in organizations the token’s account owns.

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Template lifecycle

A template has a status:
  • draft — editable, not available to agents.
  • active — selectable in an agent’s send_email tool; used at send time.
  • archived — hidden from agent selection but preserved. Only archived templates can be deleted, and only when no agent references them.

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Placeholder tokens

Tokens use the {{token}} syntax and may declare a fallback with a pipe: {{caller_name|Valued Customer}} resolves to the caller’s name, or “Valued Customer” if it is not available. Unknown tokens and tokens with no value and no fallback resolve to an empty string — never the raw token text. At send time, each token resolves in this priority order:
  1. A value supplied in the tool call (agent-collected / custom tokens)
  2. System call metadata (caller number, direction, agent name/id)
  3. Organization / business configuration
  4. Runtime date & time
  5. The token’s fallback text
  6. Empty string

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Caller Context

These resolve automatically on every call: These resolve only when the agent collects the value during the conversation — they are the only two call-context tokens the language model is allowed to supply:
{{called_number}} is reserved and does not resolve yet. It is accepted by the editor and validates normally, but at send time it renders as its fallback text, or as an empty string if none is given — the dialed DID is not yet plumbed into the call context. Do not build a template that depends on it.

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Business / Account

These resolve from the organization’s Template Variables, set in the Dashboard under Customers → Manage → Template Variables. Email and SMS templates share them, so filling a field in once covers both — except {{business_email}}, which is email-only (it is the reply-to address, and a text message replies to the sending number instead). An organization that has not filled a field in leaves that token empty (or renders its fallback, if one is given), so {{business_name|Acme Dental}} is still worth writing for templates that may be used before the values are set.
{{business_email}} does double duty: besides substituting wherever it is written, it becomes the outbound email’s Reply-To header. That header is read from the resolved value directly rather than through the template, so a {{business_email|...}} fallback cannot supply it — the organization must set the field for replies to reach them.

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Date / Time

Authoritative call metadata (caller number, direction, dates, agent name/id) is resolved server-side and is never supplied by the language model, preventing fabricated values. Custom (agent-collected) tokens and caller_name/caller_email are the only model-supplied values.

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Writing a template

The template editor has two modes, switched with the Visual / HTML toggle in the toolbar. Your choice is remembered for next time.
  • Visual — a rich-text editor: bold, italic, underline, strikethrough, bulleted and numbered lists, headings, links, horizontal rules, alignment, text and highlight colours. Placeholders appear as labelled chips rather than raw {{token}} text; an unrecognised token shows in orange.
  • HTML — the raw source, with syntax highlighting and line numbers. HTML is stored exactly as written and is never stripped or sanitised.
Visual mode is only available for templates built from the formatting the editor itself produces. It is an allowlist, not a list of banned constructs: a template stays in HTML mode unless every tag, attribute and inline style in it survives a round trip through the rich-text editor unchanged.Allowed: p, br, strong, b, em, i, u, s, strike, del, h1–h3, ul, ol, li, a, hr, blockquote, code, pre, span, mark — with href, target, rel, data-color, and the text-align, color and background-color styles.Anything else disables Visual mode, including <table>, <div>, <img>, <style>, Outlook conditional comments, class=, and inline styles such as padding, margin or width. A placeholder inside an attribute (for example href="{{business_website}}") does too.The reason is that a rich-text editor cannot represent those constructs, so opening such a template visually and saving would silently discard the layout. The Visual button is disabled instead, with the specific reason shown beneath the toggle, and the stored HTML is sent exactly as written.

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Sample data and preview

Each template can carry sample values used only for the preview and for test sends — never when a real email is sent. Any token left blank falls back to an account-wide default, so common values (a standard test caller name and number) need only be set once. Account defaults are configured from the dashboard. Unresolved tokens are highlighted in the preview rather than vanishing, so their position in the layout stays visible.

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Custom parameters

Define custom, organization-scoped tokens (e.g. {{account_number}}) for data your agent collects during a call. Token names must be lowercase letters, numbers, and underscores. In an agent’s send_email tool configuration you map each custom token to the agent context key it is collected under. Each custom parameter also carries an optional description and a data type — one of text, number, date, phone, email, or currency. The type is descriptive: it tells the template author what the agent should collect. Every token renders as a string at send time regardless of type.

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Agent tool integration

Select an active template on an agent’s send_email tool. When configured, the tool renders the template’s subject and body from the call context; when no template is configured the tool behaves exactly as before (free-form subject and body), so existing agents are unaffected.