Email Send-Off: who decides what goes out
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The Email Send-Off agent delivers every email draft. In a workflow, the step that wrote it decides what happens (Outreach Drafter or Send email step):
| Step setting | What happens to the draft |
|---|---|
| Draft in CSM mailbox | Put straight into the CSM's mailbox Drafts. With no mailbox connected (or if the mailbox refuses it) the draft stays in Clynto marked needs review. |
| Needs approval | Waits in Approvals; approving puts it in the mailbox. |
| Just notify | Stays in Settings → Email configuration → Drafts, and the CSM is told. |
| Send automatically | Really sent from the CSM's mailbox, with nobody reviewing it first. Offered only while the workflow's Auto-send switch is on (red Sends for real chip). |
Outside workflows — Larry's drafts, Run agent — it is always Draft in CSM mailbox. A proactive email is sent for you only from a Send automatically step, and these guards always apply to proactive email (never to replies to a customer's own email):
- at most 1 email per contact every 3 days;
- quiet hours 20:00–08:00 in the recipient's time zone — held mail goes out next morning;
- no two workflows emailing the same account within 48 hours — the later one goes to Approvals;
- no outreach while a support ticket is open (Support Escalation & SLA Breach workflow) — a Send automatically email is kept in Email drafts;
- Lost accounts are never emailed.
Every draft gets the sender's signature once and is audit-logged.
The life of a proactive email
- Draft or send — a draft in the CSM's Gmail/Outlook (a person presses Send), or sent for real from a Send automatically step.
- Signed once — see Email signatures.
- A ticket on the account — every proactive email, sent or drafted, opens a conversation ticket labelled "From Clynto · Workflow: …" (or Task / Signal). Campaigns don't.
- Replies join it — by the reply headers, else by subject (see Email threading).
- Sent-folder sync — every 5 minutes Clynto checks the CSM's Sent and Drafts folders: Sent from <mailbox> at <time> (last contact updates), Discarded (deleted unsent) or Not sent (still unsent after 14 days).
- Close the task? — if the email was for a task, Clynto asks whether to close it (see Tasks).