I see the point of the call, but I don't see the point of manually sending the email every time. Unless he's manually researching each user and trying to incorp

I see the point of the call, but I don't see the point of manually sending the email every time. Unless he's manually researching each user and trying to incorporate that knowledge in the email, then an automated email will appear exactly the same on the receiving end as his handcrafted one. Doing things that don't scale makes sense when it gives users a white-glove, personal experience, or when it saves you from building a system before you know what that system should look like. Manually typing the email and clicking send does neither in this case. He's already sure that sending an email is the right thing to do, and if he's unsure of the wording or timing, he could be A/B testing or at least only occasionally changing these rather than manually doing the steps every time