Auto-send and email templates
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A workflow's Auto-send toggle (Canvas → toggle at the top; needs the agent-management permission) does two things. It lets the Inbound Auto-Reply really send its replies to a customer's own email (cancellation, pricing, legal, security, complaint and escalation emails are still never sent automatically). And it unlocks a fourth choice on email steps (Send email, Outreach Drafter): Send automatically, which really sends the proactive email from the CSM's mailbox. It's off by default.
- Only steps you set to Send automatically send. Steps left on Draft in CSM mailbox still only draft, so turning Auto-send on changes nothing by itself.
- Existing workflows were not switched over. Before this choice existed, no proactive email was sent on its own.
- Turning Auto-send off turns every Send automatically step back into a draft step.
- The guards still apply: a contact emailed in the last 3 days or an account another workflow emailed in the last 48 hours → Approvals (approving sends it); quiet hours → sent at 8am; an open support ticket → kept in Email drafts; Lost → skipped.
A pinned template fills its subject and body.
Templates live in Settings → Email configuration → Templates. Make as many per category as you like; Generate with AI drafts starters from a description (nothing is saved until you save it); click a placeholder to insert it at the cursor. Deleting a template that a live workflow uses simply unpins it, and that workflow goes back to drafts.