Email templates

Email templates are saved drafts your team uses to write the same email faster. Pick a template from the customer page, Pivotal fills the merge variables with that customer’s data, and you get a draft in your default mail client (or in the Pivotal composer if your workspace has Gmail or Outlook connected).

Templates live at Admin > Templates > Email. Anyone with the CSM role or above can create, edit, and pin templates to the workspace.

The templates that ship out of the box

Four templates come with every workspace. Edit them in place or duplicate to fork your own.

The Welcome and Kickoff templates are sent on-demand from the customer page. The weekly digest can be scheduled to send every Friday at 14:00 in the customer’s timezone, off by default. The at-risk nudge can fire on the state flip or stay manual. Toggle in Templates > [template] > Automation.

Merge variables

Drop these into any template. They resolve at send time against the customer the template is being used on.

{{customer.name}}              # "Acme Corp"
{{customer.domain}}             # "acme.com"
{{customer.plan}}               # "Growth"
{{customer.owner.first_name}}   # The CSM, first name
{{customer.owner.email}}        # The CSM's email
{{contact.first_name}}          # The primary contact's first name
{{contact.email}}               # The primary contact's email
{{onboarding.phase}}            # "Integration"
{{onboarding.target_launch}}    # "March 12, 2026"
{{onboarding.days_to_launch}}   # 18
{{onboarding.csm.first_name}}   # The onboarding's CSM
{{workspace.name}}              # "Pivotal"
{{workspace.portal_url}}        # The customer's portal link

Unresolved variables (a contact with no first name, an onboarding with no target launch) render as [blank] in the preview and block the send until you fill them in or wrap them in a conditional.

Conditionals

Pivotal’s template syntax supports a single conditional form for handling missing data:

{{#if contact.first_name}}
Hi {{contact.first_name}},
{{else}}
Hi there,
{{/if}}

No loops, no nested conditionals, no logic past that. Keep templates flat.

Pi can draft from a template

On the customer page, open Ask Pi and prompt draft a kickoff email. Pi pulls the Kickoff template, fills the merge variables, and adds one customer-specific sentence at the top based on what’s in the customer history. You can edit the draft before sending. See useful prompts for more.

Related

• Notifications
• What Pi can do
• Add contacts