Email Formatting

Customize how your AI agent structures email responses and configure automatic email signatures.

Overview

When your AI agent handles email conversations, you can customize two aspects:

• Email Structure Instructions — how the AI writes its emails (greeting style, paragraph structure, tone)
• Email Signature — a consistent signature block appended to every outbound email

Both settings are found in Settings > Language & Formatting > Email Formatting.

These settings only affect email-channel conversations. Chat conversations are not affected.

---

Email Structure Instructions

Controls how the AI structures its email responses, including the opening greeting. By default, a professional email format is used (greeting, clear paragraphs, warm tone, and a sign-off).

When you customize these instructions, they take full control of email formatting — including the opening greeting. The agent’s greeting settings are ignored for the email channel, so make sure your instructions specify how emails should open (e.g., “Start with ‘Hi’ followed by the player’s name”).

To customize, click Customize to load the current default template, then modify it to your needs. For example:

Write concise, friendly emails:
- Address the player by first name
- Keep responses under 3 paragraphs
- Use a casual but professional tone
- Do not use bullet points in the email body

You can click Restore default at any time to go back to the built-in template.

---

Email Signature

A signature block that is automatically appended to every outbound email from your AI agent. Click Add signature to configure one.

Dynamic Variables

Use the {} tag picker button in the signature editor to insert variables that are replaced with real values at send time:

Variable	Replaced With
{{supportTicket.agent}}	The agent’s display name
{{contact.firstName}}	The player’s first name
{{brand.slug}}	The brand slug
{{workspace.companyName}}	The workspace company name

Example

Best regards,
{{supportTicket.agent}}
Support Team

Automatic Translation

The closing phrase in your signature (e.g., “Best regards”) is automatically translated to match the player’s language. The structural parts like agent name and team name stay as-is.

When a signature is configured, the AI is automatically instructed not to add its own sign-off. This prevents duplicate closings.

---

How It Works

1. Configure in Settings

   Go to Settings > Language & Formatting and scroll to the Email Formatting section.

2. Set your preferences

   Click Customize to modify email structure instructions, or Add signature to configure a signature. Use the tag picker to insert dynamic variables like the agent’s name.

3. Save

   Click Save Email Formatting. Changes apply to new email responses immediately.