> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.pivotal.app/llms.txt.
> For full documentation content, see https://docs.pivotal.app/llms-full.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.pivotal.app/_mcp/server.

# 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.

| Template          | When to send                               | Trigger if you wire it up                                     |
| ----------------- | ------------------------------------------ | ------------------------------------------------------------- |
| **Welcome**       | Right after a customer is added            | New customer created                                          |
| **Kickoff**       | Before the first kickoff meeting           | Onboarding enters the Kickoff phase                           |
| **Weekly digest** | Friday afternoons during active onboarding | Onboarding in `active` state with target launch under 60 days |
| **At-risk nudge** | When a customer flips to `at_risk`         | Customer state flips to at-risk                               |

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](/product/ask-pi/useful-prompts) for more.

## Related

* [Notifications](/product/integrations/notifications)
* [What Pi can do](/product/ask-pi/what-pi-can-do)
* [Add contacts](/product/customers/add-contacts)

Email **[help@pivotal.app](mailto:help@pivotal.app)** with a screenshot of where you got stuck and the customer or onboarding id from the URL.