How to Build Conditions within a Call Script

Conditions within a call script can be understood as rules applied to a question or a individual answer which let you customize the behavior of your conversation.

But keep in mind that you can apply conditions only for Yes/No questions or those with a Single choice. If you want to base your condition on Open, Multiple choice, Date or Date and time questions, you can still do that, but on the question in general.

In any case, you should first add a question which will be the IF part in your call script. To add one, please navigate to Call scripts in the main menu, click Add new on top of the screen and choose a question on the toolbar.

Once your question is added and filled out, you should add the follow-up questions which you want to conditionally show. When all questions are prepared, you can immediately start applying conditions, which are available by default.

In this article we’ll take an example of how to apply logic conditions to both the whole question and the individual answer. To that end, we added 3 questions to our call script:

1. Single Choice: Which type of contact do you prefer? With possible answers Email and Phone call;
2. Open: Let me know what details you’re interested in, so I can provide you with further information;
3. Date and time: What is a good time for a call?.

Now we can proceed to adding the conditions.

Conditions based on answers

To add a condition based on the answer:

• enter the answer that will be used in the IF part;
• select the element you want to conditionally show from a drop-down list;
• click Save script once you’re ready.

The below pictured condition can be read as, "If the answer is Phone call, then show the question “When is a good date and time for a call?”.

Note: if you want to set conditions based on the answer to already saved call script, make sure Go to element based on answer under the vertical ellipsis icon is ticked.  

Conditions based on questions

Alternatively, you can apply conditions to the whole question, no matter the customer’s answer. To add a condition based on the whole question:

• navigate to the After element field which you сan find under the question box;
• select the element you want to conditionally show from a drop-down list;
• finally click Save script once you’re satisfied with your script.

The below pictured condition you can read as, "If the answer is either Email or Phone call, then show the question “Let me know what details you’re interested in, so I can provide you with further information”.

 

Note: if you want to set conditions based on the whole question to already saved call script, make sure Go to element based on answer under the vertical ellipsis icon is unticked.

If you no longer need the conditions and want to remove them, simply click the X icon next to each individual condition you’ve added.