Now that you have your path option built, you'll need to give the operators something to do. Below, we'll be adding 4 questions we want to ask callers + a closing statement.
1. Click the + to expand the name of the path you just created. Below the path name, you will see a red dot followed by the words New Step.
2. We're going to start by asking callers their first name. To do this, click on New Step, and from the Step drop down menu on the right, select First Name.
3. Click Continue and you will see the FirstName Step Label along with the default text, “May I have your first name?”
4. In the Step Label input area, add your unique suffix to the end of FirstName, with no spaces, e.g. FirstNameEmergency. Naming your steps in accordance with your paths helps keep your script organized in case you need to make any changes later.
5. Once you've changed the step label, click the Save button in the bottom left. Your path will repopulate showing FirstNameEmergency followed by a red dot with the words New Step next to it.
6. We'll continue this same process to ask the caller for their last name and phone number by choosing Last Name followed by Phone Number from the Step drop down menu.
7. Now we want to ask the caller what their call is regarding. We do this by selecting Free Text from the drop down menu.
8. You can see below that this step is a bit different from the steps we created before. Because it uses a type of step called Free Text, the Field Names can be customized. While standard fields like First Name and Last Name use a standard Field Name that can't be edited, Free Text allows you to set a unique Field Name.
9. After clicking Continue, you will see the blank Free Text step. Fill in Step Label with the word Regarding + your suffix, e.g. RegardingEmergency. When entering a Regarding step, the Field Name will always be Regarding with no suffix.
You'll see in the above that we used special shorthand for the Regarding field. This text gives notes to the operators to tell them how to handle the caller's response:
Thank you, [FirstName]. What message would you like me to pass along?(L)(R)(CSR: Please (Q)PAUSE(Q) and wait for a response before continuing.)(E)(L)Thank you, I just need a moment to enter your information.
9. After you've added the regarding step, click the Save button. Your path will repopulate on the left showing RegardingEmergency followed by a red dot with the words New Step next to it. We're almost there, now we just need to close this path.
10. Click on New Step, and from the Step drop down menu on the right, select Closing followed by Continue.
11. You will see a partially complete Closing step along with the default text, “Thank you for calling and have a nice day,” like in the example below. Now in the Step Label, enter Closing + your unique suffix. We will enter ClosingEmergency with no spaces.
12. Enter a call result in the Call Result input area. Keep this short and descriptive. The call result field is used all over your portal including reports and call filters. In our example, we're naming the call result as Emergency Call.
13. Finally, click Save and your path will repopulate on the left showing a green dot next to the Closing step.
That's it! If you've completed this whole tutorial, you've successfully created a path and populated that path with a few questions. Way to go!