Script steps and their functions

When programming information fields into your script, you can choose from standard steps, like FirstName or PhoneNumber, or you can create your own steps by using the Text, Textarea, or Select options.

The information below will help you understand what each step is, and when to use it.

NOTE: With the exception of an Outcome step, which must be added to the end of a script path, the various step types available in the call script builder can generally be added anywhere, and in any order, within a path.

Text
Textarea
Select
Checkbox
FirstName
LastName
CompanyName
PhoneNumber
CellPhoneNumber
Email
Regarding
Address
Default Logic Option
Fetch URL
Warm Transfer
Business Hours
Outcome

1. Text

If a field is listed as Text, it will accept any content. For example, if you want to ask the caller how they heard about your business, you can create a Text step and label it as HowHeard. In the text box, you can add something like "May I ask how you heard about us?"

2. Textarea

The Textarea step is the same as the Text step, except it allows a larger text space for agents to enter in the caller's response.

3. Select

The Select step is used when the script asks the CSR to choose an option listed in a dropdown box. This can only be used if every choice goes to the same Next Step. There is only one path followed, regardless of the choice or choices. This step can be programmed to give the CSR only one choice, or they can choose from multiple options. For example, a cleaning business may service a large corporation with three locations. The operator might ask, “What location are you calling from?” The operator would then be required to select an option such as, Downtown, 5th and Main, West Side, etc.

4. Checkbox

The Checkbox step offers the same functionality as the Select step, except instead of the available options being put into a drop down list, they are listed as checkboxes.

5. First Name

This step asks the caller for their first name. It is standard in every script. “May I have your first name please?”

6. Last Name

This step asks the caller for their last name. It is standard in every script. “Would you mind spelling your last name for me?”

7. Company Name

The Company Name step gathers the company that the customer is calling from. "What is the name of your company?"

8. Phone Number

This step asks the caller for their phone number. It is standard in most scripts. “What is the best number for someone to reach you?”

9. Cell Phone Number

This step asks the caller for their cell phone number. This may be used instead of, or in addition to, Phone Number. “May I have your cell phone number please?”

10. Email

This step asks the caller for their email address. This is commonly used, but not standard in every script. “Do you have an email address you would like to provide?”

11. Address

This step asks the caller for an address. This information is frequently required for service calls such as HVAC, towing, plumbing, pest control, etc. The step includes the fields Address 1, Address 2, Zip Code, City and State. The operator might ask, “May I please have your street address?” followed by, “And is there a suite or apartment number?” When the zip code is asked and entered, the system will automatically bring up the city and state, which the operator is trained to confirm with the caller. “Is that in the city of Bridgeport?” “In the state of Connecticut?” Although there are five fields contained within Address, only the details that the company requires need to be asked.

14. Default Logic Option

Many script questions have two or more answers, which need to follow two or more paths. The Default Logic Option step would allow you to program such a thing. For example, suppose an HVAC business services four retail stores, and each store has its own on-call technician. A Logic Option will give the CSR four choices, and each will be programmed to follow a different path.

15. Fetch URL

The Fetch URL step, also referred to as a Web Pop, can be used to access the client’s website to place orders, register the caller for an event, fill out a form on the site, find information for the caller, etc. It can also be used to integrate with one of our available apps, like Salesforce or Google Calendar.

16. Warm Transfer

The Warm Transfer step is used to call a pre-programmed contact person, after getting information from the caller and placing them on hold. The client is told that there is a caller on hold for them. They can choose to accept or refuse the transfer.

17. Business Hours

The function of the Business Hours step is to have different protocols, call routing or message delivery based on the client’s business hours. For example, this may be used in a Specific Person path.

Options: After Hours and Business Hours will be programmed as a Logic Option. Each option will conclude with a separate Closing step. For example, there may be a Reach On Call or Message Ticket set up for After Hours calls, and there may be a Warm Transfer set up during Business Hours.
After Hours: The CSR will read a statement and proceed to close the call or gather information to send the client a message.
Business Hours: If a Warm Transfer is in place, the path will go to a Logic Option and may proceed in different ways depending on the nature of the call.

18. Outcome

In the Outcome step, the CSR will say a short statement and disconnect the call. There may be additional instructions for the agent, but the caller is disconnected at this point, unless being transferred.

Text: I will send this message to the office and they will follow up with you as soon as possible. Thank you for calling and have a nice day.

For additional information, feel free to contact our Customer Service department.