Koltrix
Team inbox
Turning recurring emails into reusable reply snippets
A worked example of building a team snippet library: finding recurring questions, writing snippets with placeholders, a personalize-this-line rule, and pruning.
5 min read
Customer supportFrom support email to engineering ticket: a handoff template
A copyable internal ticket template for escalating bugs from support email to engineering, plus how to keep the customer informed while the fix is pending.
5 min read
GuidesHow to write an auto-acknowledgment email that sets expectations
What an automatic reply should say, what it should never pretend, three copyable templates, and how to stop two auto-responders from emailing each other.
5 min read
Email APIWhy every transactional email needs a plain-text part
The text/plain alternative helps accessibility, privacy-minded readers, smartwatches and some filters. How to generate a good one rather than a strip.
5 min read
Email APITransactional HTML that renders everywhere: the constraints
Email clients support a narrow, quirky slice of HTML and CSS. The constraints that matter for receipts and alerts, and a structure that survives them.
4 min read
Email APIVersioning transactional email templates like code
Keep templates in the repo, review them like code, render them in tests and roll changes out safely so a typo never reaches a million inboxes.
4 min read
GuidesHow to write a one-page support playbook
A fill-in-the-blanks template for a single-page support playbook: addresses, owners, hours, triage, escalation, refunds, tone, and the links people need.
5 min read
- Customer support
Getting reproducible bug reports by email on the first try
What to ask when a customer emails about a bug, how to ask without a wall of questions, what to check yourself first, and a reusable request snippet.
4 min read
Customer supportRefund and billing emails: templates and judgment calls
Copyable reply templates for duplicate charges, forgotten cancellations, partial refunds and failed payments, plus guidelines on when to refund without debate.
5 min read
Customer supportWriting the first support reply: acknowledge, clarify, commit
A three-part structure for the first reply to a support email, with worked examples for a bug report, a billing question and a how-to, plus questions to ask.
5 min read
- Guides
An AI email policy template for small teams
A copyable AI email policy for small teams: approved tools, data limits, human review before send, sensitive mailboxes, disclosure and incident reporting.
5 min read