Product update email template, from https://devrelay.so/blog/product-update-email-template Replace everything in [brackets]. The second block is a filled-in example for Acme, a made-up help desk. 1. New feature announcement email template Subject: [Feature name]: [what you can now do] Preview: [Who it's for, or the problem it removes] Hi [first name], [The problem, in one sentence, in your customer's words.] [Feature name] [what it does, in one sentence]. [Where to find it and the first step.] [One screenshot or a short GIF of the feature in use] [Button: Try [feature name]] [One line on a detail people will ask about: which plans have it, a limit, whether it's on by default.] [Your name], [role] at [Product] --- Example: Subject: Send later: schedule replies for your customer's morning Preview: Write the reply now, it lands at 9am in their time zone. Hi Priya, Replying at 11pm shouldn't mean your customer gets an email at 11pm. Send later lets you pick when a reply goes out. Click the arrow next to Send, choose "Tomorrow 9am (their time)" or any time you like, and Acme sends it then. Scheduled replies wait in the new Scheduled view. [GIF: choosing Send later on a reply] [Try Send later] Send later is on for every plan. You can edit or cancel a scheduled reply until it goes out. Sam, product at Acme 2. Monthly product update email template Subject: [Best change], [second change] and [N] more updates Preview: What's new in [Product] this [month] Hi [first name], Here's what changed in [Product] in [month]. [Headline feature] [Two sentences: what you can do now, and why it matters.] [Link: How it works] Also new - [Feature]: [one sentence]. [Link] - [Feature]: [one sentence]. [Link] Improved - [Thing that works better, in terms users notice]. Fixed - [The symptom users saw] no longer happens. One tip [A feature people already have but don't use, in two sentences.] Every change is in the [changelog]. Reply to this email if something isn't working the way you expected; it comes to the team. [Your name], [role] at [Product] --- Example: Subject: Send later, faster search and 3 fixes Preview: What's new in Acme this September Hi Priya, Here's what changed in Acme in September. Schedule replies to send later Write a reply whenever you have a minute and pick when it goes out. It lands at 9am in your customer's time zone. How Send later works → Also new - Snooze: press S on any conversation and it comes back when the customer replies. Improved - Search finds tickets by customer email domain, not just full address. Fixed - Attachments over 10 MB show an error with the size limit instead of failing silently. - The unread count no longer stays at 1 after you read everything. - Saved replies keep their formatting when you insert them. One tip Type "/" in any reply to search your saved replies without leaving the keyboard. Every change is in the changelog. Reply to this email if something isn't working the way you expected; it comes to the team. Sam, product at Acme 3. Improvements and fixes email template Subject: [The problem] is fixed Preview: [What you can do again, or what's faster] Hi [first name], [One sentence acknowledging the problem, as customers saw it.] It's fixed: [what happens now]. [If they need to do anything, the step. If not, say so.] A few other things got better this [week/month]: - [Improvement, in terms users notice]. - [Improvement]. Thanks to everyone who reported it. [Optional: what you changed so it doesn't happen again, in one sentence.] [Your name], [role] at [Product] --- Example: Subject: Large attachments no longer fail silently Preview: You'll see the size limit instead of a reply that never sent Hi Priya, Some of you sent replies with attachments over 10 MB that looked sent but never arrived. It's fixed: Acme now shows an error with the 10 MB limit before you send, and nothing leaves until the attachment fits. You don't need to do anything. A few other things got better this month: - Search finds tickets by customer email domain. - The inbox loads faster on accounts with many open conversations. Thanks to everyone who reported it. We've added a check to every reply so a failed attachment can't be skipped again. Sam, product at Acme 4. Price change email template Subject: Changes to [Product] pricing on [date] Preview: What changes for your [plan] plan, and your options Hi [first name], On [date], the [plan] plan changes from [old price] to [new price] [per seat / per month]. [If it applies: Your price stays the same until your renewal on [renewal date].] Why: [one or two honest sentences]. What this means for you: - [Who is affected and how.] - [Who is not affected.] Your options: - Keep your plan: you don't need to do anything. - [Switch to annual billing / another plan] [what it costs]. - [Cancel or downgrade, and how.] [Link: See the new pricing] Questions? Reply to this email and [name or team] will answer. [Your name], [role] at [Product] --- Example: Subject: Changes to Acme pricing on December 1 Preview: What changes for your Team plan, and your options Hi Priya, On December 1, the Team plan changes from $12 to $15 per seat per month. Your price stays at $12 until your renewal on March 3. Why: the Team plan now includes Send later, Snooze and phone support, and running phone support costs more than we planned for. What this means for you: - Team plan customers pay $15 per seat from their first renewal after December 1. - Starter and Business plans don't change. Your options: - Keep your plan: you don't need to do anything. - Switch to annual billing before December 1 and keep $12 per seat for the next 12 months. - Move to Starter or cancel any time from Settings → Billing. See the new pricing → Questions? Reply to this email and Sam will answer. Sam, product at Acme 5. Breaking change or deprecation email template Subject: Action needed by [date]: [what changes] Preview: [Who is affected] need to [the one step] Hi [first name], On [date], [what stops working or changes]. You're getting this because [why they're affected: they use the feature, the integration, the old endpoint]. What to do: [the one step, as specifically as possible]. It takes about [time]. [Button: link to the guide or the setting] What happens if you don't: [the consequence, plainly]. Why we're changing it: [one sentence]. If you're not sure whether this affects you, reply and we'll check your account. [Your name], [role] at [Product] --- Example: Subject: Action needed by October 30: reconnect Slack Preview: Acme notifications in Slack stop until you reconnect Hi Priya, On October 30, the old Slack connection stops working. You're getting this because your workspace sends new conversations to #support in Slack. What to do: open Settings → Integrations → Slack and click Reconnect. It takes about a minute and keeps your channel and rules. [Reconnect Slack] What happens if you don't: Acme stops posting to Slack on October 30. Nothing else changes, and you can reconnect any time after. Why we're changing it: Slack is retiring the kind of connection we used, and the new one asks for fewer permissions. If you're not sure whether this affects you, reply and we'll check your account. Sam, product at Acme 6. Product upgrade email template Subject: [Feature] is on the [plan] plan Preview: [The problem it solves, for someone like them] Hi [first name], [What you noticed that makes this relevant: "Your team answered [N] conversations last month" / "You've added [N] teammates".] [Feature] [what it does, in one sentence]. [What that means for a team their size.] It's included in [plan] at [price]. [Trial or no-commitment detail.] [Button: See [plan]] If you're happy where you are, you don't need to do anything. [Your name], [role] at [Product] --- Example: Subject: Shared reporting is on the Business plan Preview: See response times for your whole team in one place Hi Priya, Your team answered 1,200 conversations last month across 8 people. Shared reporting shows each teammate's first response time, open conversations and busiest hours on one page, so you can spot a queue before customers do. It's included in Business at $25 per seat per month, and you can try it free for 14 days without changing your plan. See Business → If you're happy where you are, you don't need to do anything. Sam, product at Acme