When to use "We" versus "I" in a professional email?

I'm trying to explain to a coworker when I use "We" versus "I" in my work emails going outside of the organization, but I don't know myself.

For example,

Hello,

This morning we were unable to connect the recovery channel at 142.201.223.154:11199. Our keys are current and have not been modified. Could you check for connectivity issues on your end? We'd appreciate it very much.

Thank you.

But then, after getting a response,

I see, thank you. It was indeed an old server we were trying to revive.

I see a range of new recovery addresses in an email from last year, but none match the user and feed addresses for this server.

[...]

Not the greatest example, but I've thought about this distinction before too, and I remember noticing myself using "I" more when I'm at fault, or possibly at fault, or admitting something. As an investigation continues, if the correspondent asks more details, I reply using "we," except when I'm not sure my thoughts are correct, in which case I use "I." Why is that?

English is my first language, and I don't think I'm alone in switching up these pronouns this way. But what is the logical pattern behind it? And more practically, how can I explain it to a non-native speaker of English?

Solution 1:

1.Whenever you want to portray a holistic action or thought of the group/team/organization then use We.

Example-

a.**We as a company always believe in serving our customers from the heart**.

2.Whenever you want to show your own individual effort/thought/action use I.

Example-

b.I am working on the issue and will keep you updated regarding any progress.

c.I really appreciate all the hard work put into this project by every individual involved.

3.Also, whenever you are interacting with any client then try to transmit team beliefs instead of individual belief.This gives a positive outlook towards the work culture and the image of the company as a whole.