Composing email from a customer record keeps the message connected to customer context. Use it for follow-up, replies, handoffs, quotes, onboarding, and service updates.

What this guide helps you do

• Draft a new email or reply from the customer record.
• Use the correct mailbox, recipient, subject, body, and attachments.
• Ask AI for a draft while keeping send approval under your control.

Before you start

• Connect the mailbox you want to send from.
• Confirm the customer email address and thread context are correct.
• Know whether you are creating a draft, provider draft, or approval-gated send action.

Do it manually

1. Open the customer record.
2. Use the email or activity composer.
3. Choose the sender mailbox and recipient.
4. Write a subject and body, or choose reply when responding to a thread.
5. Attach files if needed and allowed.
6. Preview the message and save it as a draft or submit it for approval before sending.

Ask Faster AI

• Draft a polite follow-up email for this customer based on the recent timeline. Do not send it.
• Reply to this customer thread with a concise status update and include the next appointment details.
• Review this email draft for tone, missing details, and risk before I send it.

Review before saving or applying

• Check sender mailbox, recipient, subject, attachments, and thread before saving or sending.
• Do not include private internal notes unless they belong in the customer-facing message.
• Use approval for sensitive topics, pricing, collections, complaints, or legal-sensitive language.

Common issues and fixes

• If no sender mailbox appears, connect or select a mailbox first.
• If the wrong recipient appears, verify the customer email and selected thread.
• If attachments fail, check file size, type, and whether the file belongs on the customer record.

Customer 360 overview

For why customer emails should start from record context rather than a blank message, read the Customer 360 overview. Customer 360: Every Interaction on One Timeline.

Safe customer context for AI

For how to let AI draft customer email from the right record while still reviewing every customer-facing detail, read the customer context article. Giving AI Your Customer Context (Safely).

Referral systems for local businesses

For examples of personal, specific referral asks that fit naturally after a happy customer reply, read the referral strategy article. Referral Strategies for Local Businesses That Don't Feel Awkward.

Meeting-to-follow-up loop

For a same-day recap email workflow that drafts from the reviewed meeting and customer record, read the meeting-to-follow-up article. From Meeting to Follow-Up: AI Closes the Loop.

AI review replies

For how record context can keep AI-assisted replies specific instead of generic, read the AI review replies article. Replying to Reviews with AI Without Sounding Like a Robot.

Connected workflows

• Manage sender mailboxes
• Use customer activity for follow-up
• Create a welcome journey
• Respect unsubscribe and contact preferences

Placeholder media

• Screenshot placeholder: add an annotated screenshot of compose customer email from a record with customer names, emails, phone numbers, amounts, file names, and private notes blurred.
• Video placeholder: add a short walkthrough that starts in Customers, shows the manual path, then shows how to ask Faster AI and review the result before saving, sending, merging, or assigning work.

Related help

• Connect your inbox to customer records
• Triage customer email threads
• Understand Customer 360