Reasonably formatted mails are possible imo wit the current engine. For Better formatted mails there are so many options, jsf, velocity, freemarker etc… Everybody has it's own preferences and maybe existing functionality, being able to also call things from outside the engine etc…
Compare this with all the discussions about the form in the forums. Functionality is never sufficient (that is why I never used the Activiti forms, not a complaint, just a fact)
I think Activiti should focus on being a great extendable, embeddable BPMN engine and have basic (but good enough) functionality for e.g. sending mail (as is currently supported, in basic html).
And why should you need to write it over and over again for each customer? If you have written one, you can re-use it can't you?
Maybe an 'extensions' repository wpuld be nice where people can publish their services (what about an xslt service?) so everybody could reuse it but it would not be part of the core…