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Overview

Templates are reusable, pre-written content you drop into emails, documents, and reports instead of starting from scratch. Each template carries a body, optional personalisation tokens that fill in per-recipient values, and an optional AI layer that rewrites the content to fit the conversation. Manage them under Conversations → Templates.

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How it works

Every template has a type that determines where it is offered: A template’s content comes from one of two places: a linked template document (rich content edited in the document editor) or the Content / Prompt fallback text. If a document is set, it takes precedence over the fallback.

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Personalisation tokens

Wrap a field name in {{ }} or [[ ]] to insert a value at send time: {{firstName}}, [[companyName]]. Tokens support nested paths ({{company.name}}). Custral auto-detects tokens you type into the content and adds them to the template’s variables list; the Variable Manager lets you review and curate it. The Display Title / Subject field accepts the same tokens.

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AI personalisation

Toggle Use AI Personalization to have Custral rewrite the template using context from the record or conversation. Add AI Instructions to steer tone and focus (e.g. “keep it professional but friendly; lead with the value proposition from the conversation”). The Auto-Updating type enables this by default.

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Template pools

Group related templates into pools for assignment and rotation. Open Manage Pools from the Templates header to create and edit them.

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Using it

1

Open Templates

Go to Conversations → Templates and click Create Template.
2

Write the content

Name the template, pick a type, and write the body, or open the template document for rich content. Add {{tokens}} where values should be filled in.
3

(Optional) Add AI

Turn on Use AI Personalization and add instructions if you want the content tailored per conversation.
4

Use it

Select the template when composing an email or creating a document; tokens resolve and (if enabled) AI personalises the result.

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Troubleshooting

When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server logs.