| name | cc-email-drafter |
| description | Drafts customer-facing emails including check-ins, follow-ups, meeting confirmations, milestone notifications, and routine communications. Personalises with account data and calibrates tone by segment and relationship context. Use when asked to write a customer email, draft a follow-up, compose a check-in message, create an email sequence, or when any lifecycle workflow needs to send a templated communication. Also triggers for questions about email templates, outreach copy, customer communication drafting, or tone calibration for customer emails. |
| license | MIT |
| metadata | {"author":"Stephen Rogan","version":"1.0.0","pillar":"communication-content","category":"content-engine"} |
Email Drafter
Drafts customer-facing emails for routine communications across the lifecycle. Personalises with account-specific data, calibrates tone by segment and relationship context, and outputs review-ready drafts for CSM approval before sending. Part of the Communication & Content Production pillar.
This is a content generation skill. It produces drafts. It never sends emails autonomously -- every customer-facing communication passes through the CSM for review, edit, and approval. The human decides what goes out.
When to Run
- Triggered: By lifecycle orchestration skills when a communication is due:
- lo-onboarding-orchestrator: welcome emails, onboarding check-ins, milestone congratulations
- lo-check-in-scheduler: cadence-driven check-in emails
- lo-renewal-manager: renewal conversation openers, renewal confirmations
- lo-milestone-tracker: milestone achievement notifications
- lo-qbr-orchestrator: QBR scheduling and follow-up emails
- Triggered: By cc-call-summariser after a call (post-call follow-up email)
- On-demand: When a CSM requests a draft for a specific purpose
Core Execution Logic
Step 1: Determine Email Context
From the triggering event or CSM request, assemble:
| Context Element | Source | Why It Matters |
|---|
| Email category | Trigger event type (check-in, follow-up, milestone, renewal, welcome, re-engagement, scheduling) | Determines template, structure, and length |
| Recipient | CRM contact record | Name, title, preferred channel, engagement history |
| Account context | bi-account-brief | Health, recent activity, open items, usage trend -- personalisation data |
| Relationship stage | lo-onboarding-orchestrator or CRM lifecycle field | New customer emails differ from mature relationship emails |
| Segment | CRM account record | Determines tone register (enterprise vs. mid-market vs. SMB) |
| Recent interactions | ra-engagement-tracker | When was the last touchpoint and what channel -- avoids "just checking in" when you spoke yesterday |
| Open items | lo-sla-monitor | Outstanding commitments that should be referenced or addressed |
| Sensitive context | bi-risk-detector, support platform | Is the account at risk? Is there an open escalation? Tone must reflect this |
Step 2: Select and Populate Template
Each email category has a template with required and optional elements:
| Category | Trigger | Structure | Target Length |
|---|
| Welcome | Deal close / handoff | Introduce yourself, set expectations, provide first resources, schedule kickoff | 100-150 words |
| Onboarding check-in | Onboarding milestones (day 7, 14, 30) | Reference milestone progress, offer help, provide next step | 60-100 words |
| Cadence check-in | Scheduled touchpoint | Account-specific observation or question, one clear ask | 50-100 words |
| Post-call follow-up | Call completion | Summary of discussion, action items with owners, next touchpoint | 100-150 words |
| Milestone congratulation | Milestone achieved | Acknowledge the achievement specifically, connect to their goals, suggest next step | 50-80 words |
| QBR scheduling | T-30 before QBR | Propose dates, explain what the QBR will cover, ask for their priorities | 60-80 words |
| Renewal opener | T-90 before renewal | Lead with value delivered, transition to renewal discussion, propose timing | 100-150 words |
| Value highlight | pa-value-reporter output trigger | Share a specific metric the customer will find interesting | 80-120 words |
| Nudge (no reply) | 5+ business days with no response | Shorter and lighter than the original email. New angle or question, not a repeat | 30-50 words |
| Re-engagement | 30+ days since last touchpoint, customer unresponsive | Offer value (not just "checking in"), provide a specific reason to re-engage | 60-100 words |
For each email:
- Select the template matching the category
- Populate personalisation fields: account name, contact name, specific metrics, open items, milestone details
- Insert context-specific content: the observation, question, or data point that makes this email relevant to this customer right now
- Apply tone calibration (see below)
Step 3: Calibrate Tone
| Segment | Register | Example Opening |
|---|
| Enterprise | Formal professional | "Thank you for making time for our review today. Here is a summary of what we covered and the next steps we agreed on." |
| Mid-Market | Warm professional | "Thanks for the time today, Tom. Great conversation -- here is a quick recap." |
| SMB | Casual direct | "Thanks for the chat. Quick recap below." |
Situation-based overrides (these override the segment default):
| Situation | Tone Adjustment |
|---|
| Account at risk | Empathetic, solution-oriented. No false optimism. Do not pretend everything is fine |
| Post-escalation | Accountable, specific, forward-looking. Acknowledge the issue, state what has been done |
| Expansion context | Value-led, consultative. Frame expansion as helping them, not selling to them |
| New relationship | Warm but professional. Establish credibility before informality |
| Customer frustrated | Acknowledge frustration first. Do not lead with data or positivity when they are upset |
| Champion departure | Respectful, reassuring. Emphasise continuity and commitment to the account |
Step 4: Apply Quality Gates
Before presenting the draft:
| Gate | Check | Fail Behaviour |
|---|
| Length | Under 200 words for routine comms, under 150 for check-ins, under 50 for nudges | Cut. Shorter is almost always better |
| Single CTA | Exactly one clear action item or question per email | Remove secondary asks. Multiple CTAs reduce response rate |
| Subject line | Specific to this email's content. Under 50 characters | Rewrite. "Follow-up" alone fails. "Follow-up: API docs and April onboarding" succeeds |
| Personalisation | Contains at least one data point specific to this account | If no personalisation data is available, flag to CSM -- a generic email may not be worth sending |
| Tone match | Tone matches segment and situation context | Adjust. An enterprise-tone email to an SMB customer sounds corporate. An SMB-tone email to a CFO sounds unprofessional |
| Recency check | Not sending a check-in within 3 days of the last touchpoint | Suppress or adjust -- "just checking in" the day after a call is noise |
| Sensitivity check | Account is not at risk or in escalation (unless the email is specifically about the risk/escalation) | If at risk: flag to CSM. A routine check-in email to a customer in crisis is tone-deaf |
Step 5: Output Draft for Review
{
"draft_id": "email-2026-0342",
"account_id": "string",
"recipient": {
"name": "Tom Chen",
"email": "tom@acme.com",
"role": "VP Engineering"
},
"category": "post_call_follow_up",
"trigger_source": "cc-call-summariser",
"subject": "Follow-up: API docs and April onboarding",
"body": "Hi Tom,\n\nThanks for the time today. Great to hear the API latency fix is holding.\n\nQuick recap:\n- API documentation for Lisa's team: I will send this by Friday\n- Latency monitoring: we will confirm resolution after the 7-day window (by March 17)\n- April onboarding: you will share the start dates and headcount plan by March 21\n\nI will also start pulling together a training plan for the new engineers once we have the headcount confirmed.\n\nTalk next week.\n\nBest,\nJane",
"personalisation_fields_used": ["contact_name", "api_docs_commitment",
Handoff to Human
| Decision Point | Context Provided | What the Human Decides |
|---|
| Send or not send | Draft with quality gate results | Whether this email should go out at all. Sometimes a call is better. Sometimes silence is better. The agent does not know when not to email |
| Tone adjustment | Draft calibrated to segment and situation defaults | Whether the tone matches the relationship reality. A contact who jokes on calls may get a more informal email than the segment suggests |
| Content editing | Personalised draft with all data points | What to add, remove, or rephrase. The CSM may add a personal touch ("congrats on the new hire") or remove a data point the customer should not see in writing |
| Timing | Suggested send time based on timezone | When to actually send. Friday afternoon emails get buried. Monday morning emails compete with the inbox flood. The CSM knows this customer's rhythm |
| Sensitivity filtering | Sensitivity check flag if applicable | For at-risk accounts: whether to proceed with routine communication or hold until the risk situation is addressed |
Confidence and Limitations
- High confidence for routine lifecycle emails (check-ins, follow-ups, scheduling, milestone notifications) -- these are pattern-based with data personalisation. The templates are well-defined and the data insertion is deterministic
- High confidence for quality gate application -- the checks are objective (word count, subject length, recency)
- Medium confidence for tone calibration -- segment-based rules are a sensible default, but individual relationships have their own register. A CSM who has built informal rapport with an enterprise contact should not send a formal email just because the segment says so
- Medium confidence for personalisation relevance -- the skill includes the most recent and significant data points, but the CSM may know that a specific metric is sensitive or that the customer will not care about a milestone the system thinks is important
- Low confidence for sensitive situations. Churn risk emails, escalation responses, bad news, and relationship repair communications should be heavily edited or drafted from scratch by the CSM. The skill can provide a starting structure but the human layer is critical for anything that carries relationship risk
- Cannot assess whether the email will be well-received. The draft may be perfectly constructed and still land poorly because the customer is having a bad day, is frustrated about something unlogged, or simply does not like email
- Cannot determine optimal send time with precision. Timezone-based scheduling is a heuristic. The CSM knows whether this contact reads email in the morning or evening, and whether they respond better to mid-week or Monday outreach
Dependencies
Required:
- CRM API (contact data, activity history for personalisation and recency checks)
- bi-account-brief (account context for personalisation)
Strongly recommended:
- lo-check-in-scheduler (cadence-driven email triggers)
- lo-onboarding-orchestrator (onboarding email triggers)
- lo-renewal-manager (renewal communication triggers)
- lo-milestone-tracker (milestone notification triggers)
- cc-call-summariser (post-call follow-up triggers with summary content)
- ra-engagement-tracker (recency check and engagement pattern data)
- bi-risk-detector (sensitivity check -- flag at-risk accounts)
- Calendar integration (send time optimisation based on timezone)
- Email integration (thread context for follow-ups, delivery tracking)
Downstream consumers:
- CSMs (primary consumer -- review and approve before sending)
- CRM activity record (via cc-crm-updater -- email logged as a touchpoint)
- ra-engagement-tracker (sent email as an outbound touchpoint)
- lo-sla-monitor (commitments made in the email become tracked items)
References
references/email-templates.md -- Template library for all email categories with personalisation field definitions and example outputs
