Cc email drafter

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:

1. Select the template matching the category
2. Populate personalisation fields: account name, contact name, specific metrics, open items, milestone details
3. Insert context-specific content: the observation, question, or data point that makes this email relevant to this customer right now
4. 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": "[email protected]",
    "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", "latency_ticket", "onboarding_headcount"],
  "tone": "warm_professional",
  "word_count": 98,
  "quality_gates": {
    "length": "pass",
    "single_cta": "pass -- no explicit CTA needed, follow-up is a recap",
    "subject_specificity": "pass",
    "personalisation": "pass",
    "tone_match": "pass -- mid-market, warm professional",
    "recency_check": "pass -- post-call, same day is expected",
    "sensitivity_check": "pass -- no risk signals"
  },
  "suggested_send": "2026-03-10T16:00:00Z",
  "requires_csm_review": true
}

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