Work with Scripts

If the conversation view has an active Script button in the side navigation bar, then there is a script linked to this conversation and you are supposed to fill it out.

  1. Click the Script button to open the script in the extension area.

    A static script is displayed entirely, while an interactive script presents the first question and progresses to next when answered.

    Note that if the script has been configured to open automatically (for example when the conversation is accepted), this does not apply when Communication Panel is in the narrow mode.

  2. Answer all questions.

    • Move between questions with arrows

      The focus moves automatically to the next question when the answer is recognized to be ready, for example when the checkbox is checked, or in a radio button one of the options is selected.

    • To clear the script and go back to the first question, click the Clear Script icon.
  3. To save the script, click Save. The script is also auto-saved when you click End or Close.

    If you are working in a campaign, and filled out the script partially when the customer asks to be contacted later on, the partially-filled script is saved, and opened when the customer is called again.

    Note:

    • Scripts (and their behavior) used in outbound camapigns are configured within the campaign settings.

    • Mandatory questions are marked with a red asterisk (*). You are prompted to answer such a question before you proceed.

    • In case of calls, a script answer may trigger call recording (if specified in System Configurator). Recording stops when the call ends.