Outcome
You can use or manage the team script library and avoid logging an external draft as a completed send.
Navigation path
CRM > Outreach > Email Scripts
Access
Active CREBuilder subscription with CRM entitlement
On this page
Before you start
Data, sources, and access to prepare
- CRM access
- A permitted contact for one-to-one use
- A configured external mail client or webmail session
Understand the team library
| Capability | All CRM users | Company-wide roles |
|---|---|---|
| Read, copy, and use a script | Yes | Yes |
| Create, edit, or delete team scripts | No | Yes |
Starter set
- Introduction
- NDA
- First follow-up
- Second follow-up
- Tour
- Closing
Categories keep the library scannable
Use Introduction, Follow-up, NDA, Tour, or Closing for a script. A clear name, subject, and message are required.
From shared script to verified outreach
A script prepares a draft, but only an actual external send followed by confirmation becomes CRM activity.
Team script library
Approved reusable language
Personalized draft
Supported tokens and property context
External mail client
Review and send outside CRM
Mark as sent
Create activity only after the real send
- Team script libraryPersonalized draft
- Personalized draftExternal mail client
- External mail clientMark as sent
Use supported merge tokens
| Field | Requirement | What it means | Format | Units | Save behavior | Downstream effect |
|---|---|---|---|---|---|---|
| {{firstName}} | Optional | Contact first name | Literal, case-sensitive {{firstName}} token | Not applicable | The token is stored only after Add to team library or Save for the whole team succeeds; editing a merged draft does not change the saved script. | When the script is selected, the draft replaces it automatically with the first word of the contact full name, or “there” when no usable name exists. |
| {{fullName}} | Optional | Contact full name | Literal, case-sensitive {{fullName}} token | Not applicable | The token is stored only after Add to team library or Save for the whole team succeeds; editing a merged draft does not change the saved script. | When the script is selected, the draft replaces it automatically with the contact full name, falling back to the first-name replacement. |
| {{companyName}} | Optional | Contact company name | Literal, case-sensitive {{companyName}} token | Not applicable | The token is stored only after Add to team library or Save for the whole team succeeds; editing a merged draft does not change the saved script. | When the script is selected, the draft replaces it automatically with the contact company name or blank text when that source value is missing. |
| {{propertyName}} | Optional | Selected property context when supplied | Literal, case-sensitive {{propertyName}} token | Not applicable | The token is stored only after Add to team library or Save for the whole team succeeds; editing a merged draft does not change the saved script. | When the script is selected, the draft replaces it automatically with the supplied property context or “the property” when none is supplied. |
| {{myName}} | Optional | Signed-in sender name | Literal, case-sensitive {{myName}} token | Not applicable | The token is stored only after Add to team library or Save for the whole team succeeds; editing a merged draft does not change the saved script. | When the script is selected, the draft replaces it automatically with the signed-in user’s first and last names or blank text when both are missing. |
| {{myCompany}} | Optional | Sender company name | Literal, case-sensitive {{myCompany}} token | Not applicable | The token is stored only after Add to team library or Save for the whole team succeeds; editing a merged draft does not change the saved script. | When the script is selected, the draft replaces it automatically with the signed-in user’s company name or blank text when it is missing. |
| {{myPhone}} | Optional | Sender phone | Literal, case-sensitive {{myPhone}} token | Not applicable | The token is stored only after Add to team library or Save for the whole team succeeds; editing a merged draft does not change the saved script. | When the script is selected, the draft replaces it automatically with the signed-in user’s phone number or blank text when it is missing. |
Required means the field is needed to complete or support this workflow. Some screens allow a draft to save before every required item is complete. The steps and troubleshooting call out controls the product actively blocks.
Preview every merge
A token can be blank when its source field is missing. Read the composed subject and message before opening the external draft.
Create a script and use it with a contact
- 1
Enter the team script
CRM > Outreach > Email Scripts
With a company-wide role, enter a unique name, category, subject, and message.
Expected result: The editor contains the reusable message and its library details.
If this does not happen: If you cannot edit, copy the content for one-time use or ask an authorized team script manager.
- 2
Save the team script
CRM > Outreach > Email Scripts > Save
Select Save.
Expected result: The script appears for all CRM users in the company library.
If this does not happen: If a duplicate-name warning appears, use a distinct purpose-specific name.
- 3
Open contact Email
CRM > Contacts > People > contact > Email > Use your email app
Choose the saved script or start a custom message.
Expected result: Supported tokens merge into a reviewable subject and body.
If this does not happen: If a token is blank or wrong, close and correct the source record or edit the draft before handoff.
- 4
Open the external draft
Contact Email modal
Choose Outlook Web, an approved default mail app, or Copy based on your workflow.
Expected result: A draft or copied message is ready in the external sending tool.
If this does not happen: If a provider blocks the handoff, use Copy and manually address a new message.
- 5
Verify the external message
External mail client > draft
Review the recipient, subject, and message content.
Expected result: The external draft is ready for an intentional send.
If this does not happen: Correct any merge or recipient problem before sending.
- 6
Send the external message
External mail client > Send
Select Send.
Expected result: The external client accepts the message for delivery.
If this does not happen: If the client reports a failure, do not mark the message as sent in CRM.
- 7
Return to CRM
Contact Email modal
Return to the open Contact Email modal.
Expected result: The CRM confirmation control is available.
If this does not happen: If the modal closed, reopen the contact timeline before recording the outcome.
- 8
Record the completed send
Contact Email modal > Mark as sent
Select Mark as sent.
Expected result: The contact timeline records the send only after confirmation.
If this does not happen: If you did not send, close without marking. A draft is not evidence of transport or inbox delivery.
Maintain scripts without harming active outreach
You cannot create or delete a script
Likely cause: Team library mutation is limited to company-wide roles.
- Use the script if it already exists.
- Copy and personalize it for one message.
- Ask an authorized role to make a reusable change.
A token rendered blank
Likely cause: The source contact, property, user, or company field is missing.
- Edit the outgoing draft immediately.
- Update the canonical source field if appropriate.
- Preview the script with another contact before broad team use.
The timeline says sent but the message stayed a draft
Likely cause: Mark as sent was selected without completing the external send.
- Verify the external Sent folder.
- Add a corrective timeline note if the send did not occur.
- Complete the message only if still appropriate.
Deleting a script affects teammates
Likely cause: Scripts are shared team content.
- Confirm the script is obsolete for the whole company.
- Copy any required content first.
- Prefer editing the existing script when its purpose remains the same.
Final verification
- External mail client > draft: The external draft is ready for an intentional send.
- External mail client > Send: The external client accepts the message for delivery.
- Contact Email modal: The CRM confirmation control is available.
- Contact Email modal > Mark as sent: The contact timeline records the send only after confirmation.
- No blocking warning, failed status, or unresolved validation message remains in the completed workflow.