Product Update #4: AI-powered email templates
Every case runs on email. Status updates, reminders, requests for a missing document, replies to a broker or a client. Until now your team had two options, and neither was good. A fixed template stays on-message and compliant, but it reads like a machine wrote it. Free typing sounds human, but it drifts off-script and eats time your team does not have.
Your email template is now the prompt
Email templates can now act as AI prompts. You define the canvas once: the structure, the tone, the sections that always have to be there, and the variables to fill in. From that point on, Penbox reads the case context and the earlier emails in the thread and writes a message that stays inside your template while reading as specific and human.
You set the rules. The AI handles the wording.
Template as prompt
The template controls what every automatic email or suggested reply must contain. The AI adapts the wording to the recipient, to the case, and to the conversation so far. A renewal email and a claims update can share the same template and still sound right for each situation, because the model writes around the facts of the case in front of it, not a generic script.
Automatic, but personal
Workflows can send these AI-generated emails on their own, or hand them to your team as draft replies to review before sending. You choose per workflow.
When an email arrives in a case, Penbox can prepare a draft response based on your prompt and drop it in the case timeline, ready to confirm or edit. When a condition is met, a workflow can send an email or SMS automatically without anyone touching it. Either way your team keeps the consistency of a fixed template without losing the tone that makes a message feel written for this case, not pasted from a folder.
Case links in emails and SMS
Emails and SMS sent from workflows can now carry a direct link to the related case. The recipient or a teammate clicks once and lands on the right case, instead of digging through an inbox to find it. The full conversation stays connected to the work it belongs to.
This builds on case references, the short code that shows up in the case list and header. Together they keep every reply, forward, and follow-up attached to the case it came from.
Where to start
Availability and pricing
AI-powered email templates are available in every workspace today, included at no additional cost as we refine and expand the product. High-volume use may move to usage-based pricing in the future, and we will give clear advance notice before any change takes effect. Reach out if you have any questions.
Frequently Asked Questions
What are AI-powered email templates? They are email templates that double as AI prompts. You define the structure, tone, required sections, and variables once. Penbox then uses the case context and the previous emails to generate a message that follows the template while reading as specific and human.
How is this different from a normal email template? A normal template fills in a few variables and sends the same fixed text every time. An AI-powered template sets the rules the message has to follow, then writes the actual wording around the case in front of it, so the email fits the recipient and the situation instead of repeating a generic script.
Does the AI send emails without me checking them? Only if you choose that. You decide per workflow. A workflow can send an AI-generated email automatically when a condition is met, or it can prepare a draft reply that lands in the case timeline for your team to review, edit, and send.
How does it stay on-message and compliant? The template is the boundary. The AI can adapt wording, but it has to keep the structure, tone, and required sections you defined. You write that canvas once and every generated message respects it. Learn more about email drafting prompts.
What are case links in emails and SMS? Messages sent from a workflow can include a direct link to the related case. The recipient or a teammate clicks it and goes straight to the right case, without searching their inbox. It keeps the conversation connected to the case it belongs to.
Does this work for SMS too? Yes. Case links can be added to both email and SMS sent from workflows.
Where do draft replies appear? In the case timeline. When an email arrives, Penbox prepares a draft based on your prompt and places it on the case, ready to confirm, edit, or discard before anything goes out.