In this article, we will edit a Script that will be used by agents. Here we can modify the content of the scripts, how the scripts will be displayed and how to connect multiple scripts. This is commonly used to make sure agents will always be aware of what to say during their calls. 

From the Dashboard, click on CRM and select Scripts from the drop down.

 

Click on the Action Button on one of the Scripts and select Settings from the drop-down.

 

Editing Elements

From the Edit page for the script, Right-Click an Element or the Page of the Script and select Edit from the drop-down.



A new window will appear

• Type the name of the name of the script in  Script Page Name Field,
• Enter the body of the script in Body of the Script Field, then click the Apply button. By clicking the Apply button on script it will automatically save the whole script even if the user forgot to click the Save button on the Script page thus preventing the loss of the changes already made on the script.
  
  

 

If you want to Auto-Populate the script with the information of the lead you can use the Insert Fields Section. Point your mouse to the section where you want to insert the field that contains the Lead Information.  In this example, we will add the First name Field in the Body of the email.

 

Click on Available Fields and select the field from the drop-down. In this example, we’ll select  First Name. Click on Insert Text button then click on the Apply button.

 

Note: 
Insert Text: It will display  the value equivalent of the Field
Insert Field: It will display the value equivalent of the Field in a Text Box wich you can edit. 
Agent Name: Only Insert Text is Available (cannot be modified)

 

In this example, we added First Name in the body of the Script.

 

If needed, Announcements can also be added to the Script. Click on Available Announcements and select the Announcement from the drop down.

 

Click on Insert and it will add the announcement in the body.

Editing the Connector

 

Right-click Label of the connector and select Edit from the drop down.

 

Another window will appear. Type the name you want in Label Field and click the Apply button. You can also see the Connection Source and Connection Target, which are the pages of the script this Label is connecting.

Adding a New Element

If you need more pages on your script, click on the Add Element button.  The New Element or Script page will appear. Modify the contents of this scripts page. You can drag this new Element / Script Page anywhere in this section.

 

To link the new Element / Script Page to the existing ones, you need to click and hold the yellow corner of the Source Element and drag it to the Target Element.

 

After you finish editing the script, you can Play it or Preview the script, Cancel the changes or Save the changes.

 

If you Play or Preview the script, another window will appear.

• You will see the  Element/ Script Page Name, Body of the Script, and Links to other Element/ Script Pages.
• Just click on Finish button to exit the window.
  
  

 

This is a sample of a script an agent would see.