How to build a script with Logic Options

Within your script, a Logic Option can be used to provide the operators with different call options depending on the caller’s response or request. For example, a medical practice may want to set up a Logic Option for callers who are looking to schedule appointments, callers who are having an emergency, and callers who just have general questions. The appointment option can follow a different path that leads to an online calendar the operators can access, the emergency option can lead to a transfer to the on-call doctor, and the general call path can just gather basic information for a return call.

When should I use Logic Options?

Logic Options should be used when different call scenarios require different procedures or outcomes. Including them in your script will help streamline calls and allow your team to better prioritize callbacks. For example, the Logic Options below will take agents to a different set of questions for New vs. Existing customers.

NOTE: You can also include Nested Logic Options in your script. Check out this article for instructions on how to add Nested Logic Options. 

Where to add a Logic Option into your script

Logic Options can be placed throughout your script. We’ll take a look at a few different scenarios below.

NOTE: Logic options are created by adding the Logic script block. Check out this article for more information regarding script blocks and their functions.

Adding a Logic Option in your Greeting

A great place to add a Logic Option is right at the beginning of your script to help guide the call in the appropriate direction.

Check out this article for instructions on how to set up a Logic Option in your greeting.

Adding a Logic Option in the middle of a path

Adding a Logic Option in the middle of a path can send agents in different directions depending on how the caller responds to the question. For example, an HVAC company may have Greeting logic that asks if the caller is looking for Sales or Service. If Service is selected, they may have a secondary logic block to screen for Heating or Air Conditioning issues. Logic Options can be as simple or as complex as you need them to be.

How to Create a Logic Block

1
To access the Block Builder, click on the Builder icon from the left-side navigation panel. Under Scripts, click Blocks.

2
From the Builder blocks list, click and drag Logic to the center of your screen.

3
Now under the Edit tab, you will need to fill in the operator text, or what you want the operator to say to your callers. In this case, we’ll be asking the caller if they need service for heating or air conditioning.

4
Under the Logic tab, click Add in the upper right corner to enter each option. If you'd like to add multiple Logic options at once, click the Add bulk option.

5
Under the Option heading, add the list of items that agents will select from. In this example, we will add Heating Issue and Air Conditioning Issue along with Tooltips that agents will see when they hover over each option. You can also choose the appropriate Icon based off what you want to happen in the script. For example, for both Heating and A/C issues, we want this to result in a Transfer. So, we'll choose the Transfer option from the Icon list so the agents know ahead of time these calls will result in a Transfer.
NOTE: Adding an icon won't alter the script one way or another. It simply adds an image within the Logic Option so the agents can visualize the next steps. 

NOTE: Though  Tooltip text is optional, it can sometimes be useful to provide the agents with any necessary clarification.

If you want to change the order of your options, simply hover over the 6-dot icon on the left, and drag and drop the options into place.

6
Next, under the Field tab, you will need to add a Block label and a Collector, both of which will help you identify this specific block in your workflow and messages.

NOTE: If you already added a custom Collector under Settings, it will be available in the Collector dropdown list. If you add a new Collector as you're building your new block, don't forget to click Save to store it.
7
When you are finished creating your block, click Save in the upper right corner.

Now that you've added a Logic Block, check out this tutorial for instructions on how to build a Section using Logic Options!

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