Adding Notes using Basic HTML and CSS in Your Script

Adding notes for CSRs requires the use of basic HTML and CSS coding. For example, if you want the Greeting step to look like this:

You’ll need the following coding:

Line Break =
Red Text = TEXT HERE
Green Text = TEXT HERE
Navy Text = TEXT HERE
Note that you can substitute different colors such as magenta, orange, blue, aqua, purple, maroon, brown, and more. We recommend colors that will stand out in the script and be easy to read.

Written out, it would look like this:

Hello, and thank you for calling, my name is {{Session.AgentName}}. How may I help you today? CSR: Callers may ask for Jane Smith. Refer to FAQs for a response. Business Name: Homes R Us Industry: Real Estate Service Type: Answering Service

You can also change the style using:

Bold = TEXT HERE
Italics = TEXT HERE
Underline = TEXT HERE

Coding for the Regarding Step

Thank you, {{FirstName}}. What message would you like me to pass on? (CSR: Please PAUSE and wait for a response before continuing.) I just need a few seconds to notate the call.

Coding for Simple Web Pop Integration Instructions

One moment please. INSTRUCTIONS: 1. Click the URL below. 2. Click the green SEND button to submit. 3. When you`ve finished, an alert will pop-up and text will be automatically copied to your clipboard. (You will be pasting this text back in the script.) 4. Close popup window and select Sent Email.

Coding for Pop-Up Notes Text

(NOTE: Press CTRL+V to paste the text from the pop-up alert into your notes.)

Coding for Warm Transfer Web Pop Notes

(CSR: Document the call result by pressing CTRL+V.)

(CSR: Please document the error message you received.)

Coding for Warm Transfer Web Pop Instructions

One moment please while I will transfer you. May I place you on a brief hold? ***Place the caller on hold, and follow the instructions below to transfer.*** 1. Copy the transfer number and enter it into the Dial box. 2. Click the Warm Transfer button. 3. If the call is Answered, select Answered below to provide the caller’s information. 4. If there is No Answer, please leave the following voicemail: Hello, this is SAS with a call for you from: {{FirstName}} {{LastName}}. Their number is: {{PhoneNumber}}. Thank you. _______________________________________________ 5. Go back to the link. If there is another number to dial, repeat steps 3 - 6. 6. If there are no more numbers, select No Answer to complete the call.

Coding for Google Calendar Instructions

Okay, {{FirstName}}. May I put you on a brief hold while I access our calendar? 1. Click on the day of the week that the caller requested. • NOTE: If using the Monthly calendar in the upper left corner: Click on any date shown in BLUE, and then you will see that day`s availability. 2. Under the day the caller requested, click on the time that the caller selected. • NOTE: Available Appointments will be GREEN 3. IF APPLICABLE, from the drop down, select the Service (or Services) that the caller requested, and click ADD APPOINTMENT. 4. A Box will come up pre-filled with all caller data. Please confirm: • {{FirstName}} {{LastName}} • {{PhoneNumber}} 5. To save the appointment, click on ADD APPOINTMENT • NOTE: The appointment date and time have been automatically copied to your clipboard. You will paste that into the next step.