Email Templates: consistent replies in seconds

The problem: every agent replies differently

Without templates, each team member writes emails in their own style. The result: brand inconsistency, incomplete information, and wasted time reinventing responses.

How it works

Create templates

Each template has: name, subject (with variables), HTML body with variables in double braces, language (ES/EN/PT), and category (welcome, support, follow-up, confirmation, farewell).

Dynamic variables

Use double-brace variables: {{client_name}}, {{client_email}}, {{company_name}}, {{subject}}, {{date}}. They auto-replace with thread data.

Seed templates

Citai generates predefined templates per language at account creation. They’re editable and don’t count against plan limits.

Usage from threads

In a thread, click “Insert template” to select and auto-fill a template with thread data.

Variable system: dynamic fields in detail

Variables are the heart of templates. Here is the complete system:

Contact variables

Company variables

Custom variables

You can create your own variables in the template body. When inserted into a thread, if a variable has no automatic data, an editable field appears for the agent to fill manually before sending.

Example: {{order_number}}, {{product}}, {{refund_amount}} — these don’t auto-fill but standardize the structure.

Measuring template effectiveness

Key metrics to monitor

• Response time: Compare average response time before and after implementing templates. Typical reduction: 60-80%
• Consistency: Check if responses maintain the same tone, information, and structure. Without templates, agent variation can be 40%+
• Reuse rate: What percentage of responses use templates? Usage below 30% indicates templates don’t cover frequent cases
• Customer satisfaction: Standardized, complete responses improve CSAT. Monitor negative feedback post-implementation

How to optimize

1. Review most-used templates: If a template is used 50 times a month, invest time perfecting it
2. Identify gaps: If agents write manual responses for a recurring topic, create a new template
3. Informal A/B testing: Try two versions of the same template and compare positive response rates

Before and after examples

Example 1: Support response (before)

“Hi, if your order hasn’t arrived I’d suggest waiting a few more days. If it still doesn’t come let us know. Regards.”

Problems: No personalized greeting, no reference number, no concrete timeline, no signature.

Example 1: With template (after)

"Dear {{client_name}},

Thank you for contacting us about your order. We’ve checked the status and the estimated delivery time is 5-7 business days from the purchase date.

If your order doesn’t arrive within that timeframe, please reply to this email with your order number and we’ll arrange a priority review.

We’re at your disposal.

{{signature}}"

Improvements: Personalized, informative, clear action, professional.

Example 2: Sales follow-up (before)

“Hey! Just writing to see if you saw our proposal. Hope to hear from you!”

Example 2: With template (after)

"{{client_name}}, good morning.

I’m writing to follow up on our proposal sent on {{proposal_date}} regarding {{subject}}.

Have you had a chance to review it? I’m available for any questions or to schedule a clarification call.

{{signature}}"

Template maintenance and versioning

Best practices

• Quarterly review: Schedule a review every 3 months to update information (prices, policies, products)
• Ownership: Assign a responsible person per category. Support team maintains support templates, sales maintains commercial ones
• Internal changelog: Document changes to each template. When updating a seed template, notify the team
• Don’t duplicate: If two templates are very similar (>80% identical content), merge them into one with conditional variables

When to create vs update

Common mistakes when creating templates

1. Too generic: “Thanks for writing, we’ll respond soon” adds no value. Each template should solve something specific
2. Too rigid: If the template leaves no room for personalization, agents will avoid it. Include editable sections marked with [customize here]
3. Variables without fallback: If you use {{order_number}} but the agent doesn’t have it, the response gets sent with the placeholder visible. Always verify before copying
4. Ignoring cultural context: A formal English template (“Dear Sir/Madam”) may sound odd in casual markets. Create regional variants if needed
5. Not updating after changes: The template says “shipping in 3-5 days” but the policy changed to 5-7 days. Periodic review is critical

Sidebar > Email Assistant > Templates