Working with Tooltips and Icons

While editing your script, you may notice that some script blocks have additional features that can be used to better help agents handle your calls. These features are called Tooltips and Icons. We'll take a look at  both features below.

In this article we'll discuss:

What are Tooltips and Icons?

  • Tooltips: Tooltip descriptions are short snippets of text that help describe each option to the operator when they hover over a logic option. For example, if your script has an Emergency path, adding examples of what constitutes an emergency for your company will help agents decide which path to take. 

  • Icons: Icons are images that will appear along with a little instruction when the agent hovers over a logic option. For example, if taking the Emergency path will result in a Transfer or a Reach, choosing the applicable icon(s) will help agents see what action will follow if they choose a certain path. 

Once added, agents will see Tooltips and Icons within a script as shown below:

Blocks that allow you to add Tooltips and Icons

Not every block will allow you to add a Tooltip or an Icon. Below are the script blocks that will allow you to add Tooltips and Icons.

  • Greeting: The Greeting block is the block that all scripts start with. A typical greeting may say something like, "Thank you for calling ABC Plumbing, my name is {{agent_name}}. How may I help you today?" If your script has more than one call-type option (e.g., Calling to Schedule, Calling with Emergency, etc.), you may want to add a driving question up front to help direct calls. For example, "Thank you for calling ABC Plumbing. Are you calling with an emergency?"
  • Logic: Many script questions have two or more answers, which need to follow two or more paths. In these cases, a Logic block needs to be programmed. 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.
  • Website: The Website block is 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 will include a statement or question for the caller along with detailed instructions for the CSR on how to navigate the website. In order to utilize this block, you'll need to add your website for authorization first. 

Available Icons:

Below is the list of available icons that can be used within one of the 3 script blocks mentioned above.

  • Appointment: Use this icon if the next step will bring agents to a calendar to schedule an appointment.
  • Closing: Use this icon if the next step goes to a closing block to end the call.
  • Form: Use this icon if the next step will bring agents to a form to complete on behalf of the caller.
  • Message: Use this icon if the next step will have agents taking a message.
  • Person: Use this icon if the script path leads to a Specific Person selection. 
  • Purchase: Use this icon if the next step will bring agents to a website to place an order.
  • Reach: Use this icon if the script path results in a Reach On-Call.
  • Transfer: Use this icon if the script path results in a warm or cold transfer.

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