Script Creator allows you to create a new calling script. It gives you the possibility to put all necessary questions and set them in the right order. Additionally you will be able to define the dependencies between questions. It is very easy and intuitive, what makes it as one of the most useful features in our application. Your agents will not depend on a piece of a paper anymore. They will be guided through a call and thanks to the dependable questions they will always know what to say. You, as a manager, will be able to set everything and edit it any time.
Script Creator contains several elements, from which the main is a working area. The working area is a whole space displayed in the middle of the screen, where user is able to drag and drop questions, fill them with content and set the transition in between. It also allows to define the sequence of questions, as well as what type of question should be used and what are the connections between them. Additionally, in the right bottom corner you will see a ‘add matrix’ button, which gives you the possibility to set dependencies between the questions and various transitions throughout the script. You have a wide range of possibilities to set the path to the success. Based on the path you will set here, an agent will be guided through the call.
What is the biggest advantage of Script Creator that makes our tool very simple? Its clarity. The main element of the working area is a blue toolbar located on the top. The toolbar consists of 5 types of questions which can be used in the script and are located on its left side , and also following buttons located on the right: ‘questions and transition’, ‘dependencies’, ‘set in order’, ‘delete’, ‘save’, ‘close’. All of the elements are displayed on the screen:
To create a script you can easily drag questions from the toolbar and drop them into the working area. All questions and their answers have to be filled and all questions have to be connected. To do that you need to click on the point on the bottom of each box and lead a gray arrow to the next question in a row. Script Creator gives you the possibility to set more than one arrow from the Single Choice and Yes/No questions. Thanks to that you can set various transitions in the whole script. You can use 6 types of questions and each of them can be marked as required, which means an agent will have to provide an answer to proceed.
Single answer - this type of question is the simplest kind to choose. It allows you to put the text in a blue area of question and set all the possible answers in green, from which only one can be chosen by an agent. There is no possibility to select more than one question.
Yes/No -it is very similar type to the question above, although you have only two answers here and they are "yes" and "no"
Multi choice answer - is a type of question which gives you the possibility to choose more than one answer during the conversation between the agent and the client. The most characteristic element of this type of questions is a checkbox in every answer area.
Form question - this type of question is the most advanced type in Script Creator. The amount of possible kind of answers depends on the validators previously set in application and are defined specifically from the very beginning. Every new validator allows a user to choose a new kind of answer. Besides, the form question will let you to set every question as required separately, which means some of them has to be filled by the agent during conversation, and some does not. Answers provided here are an open answers, not per-defined.
Imported data - is a type of question that will be displayed on the toolbar only when there will be some attributes set in a campaign. You can set them in campaign's setting and merge few columns from the import file and use them as an answer. You can do that only during the import. You need to remember that without precisely defined connections between the columns in the import file and the attributes the script will not work properly.
Sending e-mail - Our application allows you not only to call clients, but also to send them e-mail messages during the conversation. To make it possible, you need to define an e-mail template in the campaign settings. When you set the connection with specific script, you will have possibility to set ‘sending e-mail’ question in the Script Creator, where you need to choose which template will be displayed during the conversation. Important thing is that the ‘sending e-mail’ question is always set as the last one in the script and is permanently connected to the ending point. You can choose only one e-mail template to display during the conversation. If you want, you can read more about e-mails here
As we said before, Script Creator also allows you to set the dependencies between questions. It means that if an agent during the conversation with a client chooses one of the answers, in the next questions he or she will be able to choose only selected answers, not all of them. Dependencies can also define the transition, which means that by choosing the selected answers in one question agent will skip the next questions in row, depending on the condition set in script. Dependencies can be defined in two ways - by clicking ‘Dependencies’ button on the right part of the top toolbar and setting the red arrows between the questions or by clicking ‘Add matrix’ on the right bottom corner and setting the conditions in a table. The second way is a little bit more complicated - at the beginning you need to pick the question you want to create matrix for, and this question with the answers is located on the left. Then you need to add the questions you want to have connected with and their answers will be displayed at the top in a green bar. The next step, is to set the dependencies in the matrix. Both ways allow you to connect the answers in specific transition and also give possibility to connect many questions together. For example, dependencies and matrixes allows to sell specified product with special offer. Let’s imagine the situation - you have 3 price thresholds - 30, 40, 50, and 3 types of mobile phones - A, B, C. You need to connect them in a specific way, where an agent, after choosing one of the price options, will have possibility to pick only two phones, not all of them. This kind of situation can be solved by using matrixes or dependencies. You can set the connection between the questions, where, for example, after choosing ‘30’ price threshold only A and B mobile phone will be displayed, or after choosing ‘40’ agent will have only B and C mobile phones to choose. The point of this feature is that you are not forced to create separate script for every connection, but you can easily set it in a single script.