The Email tab sets the template for replies the agent sends by email. The agent writes each answer; the template adds the fixed parts around it, such as a greeting and a signature, so every email your customers receive has the same structure.
Choose a mode under Formatting:
Simple
You set two fixed texts around the agent's answer:
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Intro: appears above every reply. Keep it short: a long intro pushes the answer down.
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Sign-off: appears below every reply. A good place for a signature or your support hours.
Both are optional. Leave both empty to send the answer on its own. Type / in either field to insert a context value, for example the customer's name.
Advanced
You write the full template yourself, in two versions that are sent together in one email:
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Plain template: the text version, shown by mail apps that don't display HTML.
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HTML template: the HTML version, for full control over layout and branding.
Both versions are required. Type / to insert the agent's answer or a context value. Include the answer in both versions: without it, the agent's reply is not part of the email.
Changes apply when you click Save, like on the other Persona tabs.
Reference: placeholders
In the HTML template, the / menu inserts placeholders that are filled in when the email is sent:
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{{answer}}: the agent's answer. -
{{_context.NAME}}: the value of the context named NAME.