> ## Documentation Index
> Fetch the complete documentation index at: https://docs.custral.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Templates

> Reusable message, document, and report templates with personalisation tokens and optional AI.

## 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**.

## How it works

Every template has a **type** that determines where it is offered:

| Type                         | Use                                                                                  |
| ---------------------------- | ------------------------------------------------------------------------------------ |
| **Email**                    | Reusable email bodies and subjects.                                                  |
| **Document**                 | Starting points for record documents.                                                |
| **Report**                   | Templated report content.                                                            |
| **Auto-Updating (Evolving)** | An AI-personalised template; selecting it turns AI personalisation on automatically. |

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.

### 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.

### 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.

### Template pools

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

## Using it

<Steps>
  <Step title="Open Templates">Go to **Conversations → Templates** and click **Create Template**.</Step>

  <Step title="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.
  </Step>

  <Step title="(Optional) Add AI">
    Turn on **Use AI Personalization** and add instructions if you want the content tailored per conversation.
  </Step>

  <Step title="Use it">
    Select the template when composing an email or creating a document; tokens resolve and (if enabled) AI personalises
    the result.
  </Step>
</Steps>

## Troubleshooting

| Symptom                                      | Likely cause                                                   | What to check                                                                            |
| -------------------------------------------- | -------------------------------------------------------------- | ---------------------------------------------------------------------------------------- |
| A `{{token}}` shows literally in the message | The field name has no value on the record/conversation         | Confirm the token matches a real field key; unresolved tokens render empty.              |
| Edits to the content don't appear            | A template **document** is set and overrides the fallback text | Edit the template document (**Edit Template Document**), not the Content / Prompt field. |
| AI didn't personalise the content            | **Use AI Personalization** is off                              | Open the template and enable the toggle (or use the Auto-Updating type).                 |
| A template isn't offered where expected      | Wrong **type**                                                 | Email templates appear in email compose; documents and reports elsewhere.                |

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

## Related

* [Email compose](/comms/email/compose): where email templates are inserted.
* [Suppressions](/comms/suppressions/overview)


## Related topics

- [Templates](/comms/email/templates.md)
- [Object Templates](/data/objects/templates.md)
- [Presentation Templates](/blocks/presentations/templates.md)
- [Sending SMS](/comms/sms/sending.md)
- [Pages](/surfaces/navigation/pages.md)