Templates, macros and call scripts

Templates in Drop Cowboy® holds what your team reuses: full emails, short snippets called macros, and call scripts. Each has its own tab, Email, Macros and Scripts. Some accounts also have an RCS tab, covered in Create an RCS template.

Create an email template

Use this for an email you send again and again, such as a follow-up or a welcome.

1. Open Templates in the left menu, then click Email.
2. Click New. A new template named My Email Template opens. Click the name to rename it.
3. Fill in Subject:. Merge fields work here too.
4. Under Sending Type:, pick Marketing or Transactional, or leave Not set (uses mailbox default).
5. Write the email on the Editor tab. Click Merge Fields to add a contact's, user's or mailbox's details, such as the contact's first name.
6. To add a picture, drop it into the email. Hold Shift as you drop it to attach the file instead. The Files tab lists attachments.
7. Click Preview to check it, then click Save.

Under Quick Actions, click Duplicate to copy a template or Delete to remove it. For more on merge fields, see Use merge fields in a message.

To use a template, type # in an email reply and search for it, or pick it when you send an email campaign.

If you don't see Templates, or one of its tabs, ask your account owner for access.

Create a macro

Use this for a short reply you type often, such as your office hours or a booking link.

1. Open Templates in the left menu, then click Macros.
2. Click New. The New Macro form opens.
3. Type a Name, such as Greeting.
4. Write the text under Content. Use the Contact and User menus in the toolbar to add merge fields.
5. Under Available In, tick where it can be used: Text, Email, Chat and Notes.
6. Under Available For, pick Everyone, one team, or one person.
7. Click Save Macro.

To use a macro, open a conversation and click the macro button in the message toolbar. Or type # and a word from the macro's name, then pick it from the list. To change one, click Edit next to it, or Duplicate to start a copy. See Reply to an email.

If it doesn't work:

• "You have read-only access to macros." Your role can use macros but not change them. Ask your account owner for access.
• The macro doesn't show in a conversation. Open it and check that Available In includes that channel, and that Available For includes you.
• The list says No macros yet. Nobody has made one yet. Click New to make the first.

Write a call script

Use this so everyone on the phones says the same thing, with the contact's details filled in.

1. Open Templates in the left menu, then click Scripts.
2. Click New. A new script named My Script Template opens. Click the name to rename it.
3. Write the script. Use the toolbar for headings, lists and bold. Use its contact and user menus to add merge fields, so the contact's name fills in on the call.
4. Click Save. You see Script has been created!.

To show a script when your team calls a list:

1. Open Contacts in the left menu, click Lists, and pick the list.
2. In the panel on the right, find Outbound Scripts.
3. Choose a script under Select or search a script template..., then click Add.
4. Type a name in the Tab label box. Agents see it as a tab in the tray. Click the star to make it the default tab.
5. Click Save Scripts.

During a call, click View Script on the contact card to open the script tray. It shows the scripts attached to that list. If none are attached, it shows every team script. Search with Search scripts by title or content.... Tick Open this for all calls to open the tray on its own for each new call. To make calls, see Make calls with the dialer.

If it doesn't work:

• "You have read-only access to scripts." Your role can read scripts on calls but not change them. Ask your account owner for access.
• "Editor is still loading. Please wait a moment and try again." Wait a few seconds, then click New again.
• "We were unable to create script. Try again later." Your changes weren't saved. Copy your text, refresh the page, and save again.
• The tray shows the wrong scripts. Check the list's Outbound Scripts. A list with scripts attached only shows those.