SmartScripts

What is a SmartScript?

  • Call scripts for agents to use during a live session

  • Under SmartScripts, create new, edit, or preview scripts in addition to viewing stats for existing scripts

  1. To view SmartScripts, hover over the left sidebar and select “SmartScripts”

  2. Here scripts can be created in addition to previewing or editing existing scripts.

  3. To create a script, click “Create New Script”

  4. Input a script name and click “Create”

  5. To select an existing script to edited or previewed, use the dropdown titled “*Select Script*”. 

  6. A script, once selected, will have the following subsections

  1. Under Insights, all of the stats for the selected script can be viewed. 

    1. These can be filtered for any time frame needed. 

    2. Using the dropdowns in the top right, Insights can be viewed for older versions of the script, in addition to being filtered by Team, as well as Live, Training, and Live + Training calls.

    3. Closed won, total script reads, follow ups scheduled, voicemails left, questions/objections per call, most asked questions/objections, average completion time, and a graph with call conversions call all be seen.

    4. This information can be utilized to get a deep look at what is actually happening on each call.

  1. Under Content/ Preview, the script can be edited or previewed.

    1. Sections can be added using “Add Section” at the bottom of the page.

    2. A section title or description can be created or edited by clicking the text box next to and below the numbered section.

    3. Select the arrow to the left of “Section 1” to expand the view

    4. Select “Add a new card” to begin to input the script for your agent. 

    5. To edit an existing card, simply select the card itself. 

    6. To add or edit branches, select “Possible Responses” and select “Add”.

      1. Here, any response the contact has, can be planned for. 

      2. To edit what either party is saying, select the text box next to “If contact says:”, and “Then rep says:”

      3. Select “Possible Response” followed by “Add” again if there are responses to the initial response. 

      4. To delete a response, select “Remove response”

      5. Responses can also trigger actions. Select Trigger Action to append & jump to a different section, end the session, or simply continue the script.Field layouts can be inserted using #, they can be searched for by continuing to type or can be selected from the available list by scrolling. 

        1. Available field layouts can also be viewed by selecting “# Field Reference” on the right hand side.

      6. On the right of the screen, the current version of the script can be renamed, in addition to older versions being viewable using the dropdown. 

      7. To save the current version as a draft, select “Save New Version as Draft”

      8. To save and approve the script for use, select “Save New Version and Approve”

      9. To delete a version, select “Delete Version” on the bottom right. Note: Once a version has been approved, it can no longer be deleted.

      10. A script version can also be reset to its original form by selecting “reset” to revert any changes made.

      11. To preview a script, click the play button.

      12. On the preview screen, a script can be run through to test it’s functionality during a call. 

        1. Here, questions to be clicked through, field layouts can be filled in, possible responses can be checked. 

        2. Select voicemail to toggle the script for active call or leaving a voicemail.

  1. Under Questions & Objections, view all questions & objections inputted that a rep may be asked/given during a call.

    1. Underneath each question/objection view it’s status, as well as what date the question/objection was added. 

    2. To the right, view a question/objection’s total reads and edit a question/objection by clicking the pencil.

    3. In the edit field, a question/objection, it’s answer/reply, and it’s status (Submitted, Approved, Inactive) can all be changed. Note: An approved question/objection can no longer be edited.

    4. Searchable keywords can also be attached for the rep to use while searching for a question/objection. 

    5. To add a new question/objection, click “Add” in the bottom right corner.

  1. Under Field Layouts, attach specific field layouts to the Vitals Box, Metrics Locker, and Wrap-Up Dialog for the rep’s reference. 

    1. In each text box, a field layout can either be searched by typing, or selected by using the drop-down.

  1. Under settings, you can edit various settings in relation to the script.

    1. Under info, you can edit the script name by clicking in the text box, as well as change what the other party is referred to as in the script. 

    2. Add any email that wishes to receive notifications for when any question/objection is submitted by a rep and is pending approval.

    3. Edit/input the default messages for the rep to use either while searching for a question/objection or what to respond with if the question/objection is not in the knowledge base by clicking in the text box. 

    4. You must click “Save” to save your changes.

To delete a script, click “Delete Script” and type “DELETE” in the provided field.

  1. To set up HTML/Front End Field Mapping, begin by selecting the 3 dots in the upper right corner of a section, and click “Extension Settings”

  2. (If and only if you want agent to be brought to a new screen at this part of the script,) Input the tab URL using the text box at the top

  3. To begin input mapping, select “Add Another”

    1. Right click on your input field on the desired webform (in this example, it is for the field titled “Name”

    2. Click “Inspect” 

    3. In your highlighted field, search for “name=___” or “id=___” (either will work)

    4. In this example, we would copy the text highlighted “name” and paste it into cue in the field titled “HTML Attribute Name”

    5. We would then copy “user[name]” after “name=”, and paste it in the input field titled “When name attribute equals”

    6. In the field titled “Then map to this Cue field” search for or use the drop down to select the custom field that is to be attributed. In this example we are using Contact >> First Name.

    7. Use the drop down under “Interaction” to change the input mode from “Default” to “Debugger”

    8. Click save to apply the integration

  4. While using the cue extension, the rep will be directed to the page pasted in “tab URL”, and the mapped input fields will be highlighted in green.

  5. When the associated custom field is filled in cue, that information will transfer to the integrated input field automatically.

Insights

  1. Stats on selected script from dropdown menu

  2. View number of Closed Won, Total Reads, Follow-Ups Scheduled, Voicemails, Questions, and Objections 

  3. View Top Questions, Top Objections, amount of Conversions, and Average Completion Time. 

  4. Sort by specific time frame, team, and live/training. 

  5. View stats for previous versions of script

Content

  1. Edit existing scripts/voicemail. 

  2. Add/edit sections, CueCards, and possible responses. 

  3. Remove section or edit extension settings 

  4. CueCards contain the script for the rep to read

  5. Branches are possible responses that the rep can receive while on a call

  6. Trigger Actions have the script automatically jump to a specific section, end the session, or continue the script as normal after receiving a particular response.  

  7. The play button will allow you to preview the entire script

  8. The Field Reference button allows you to insert a field reference at any point in the script (can also use # while editing)

  9. View when a version of a script was approved

  10. Delete this version of the script

  11. View older versions of the script

  12. Save New Version and Approve after completion to save

Preview

  1. Preview a created/existing script

  2. Test a script and possible responses before implementing. 

  3. Test voicemail script

Questions/Objections

  1. Questions/objections that a rep may be asked/given during a call 

  2. Submit, edit, or view new or existing questions/objections

  3. View total reads on each question.

Field Layouts

  1. View a script’s Vitals Box, Metrics Locker, and Wrap-Up Dialog

  2. Attach custom fields to appear in Vitals Box, Metrics Locker, and Wrap-Up Dialog during/after call.

Settings

  1. Set presets for your SmartScripts

  2. Change the default name of the other party in conversations using the drop-down

  3. Customize alerts by inputting email addresses to be notified after a new question or objection is submitted by a rep.  

  4. Set default responses for the certain questions/objections by inputting in the text box

Delete

  1. Delete the SmartScript

  2. Remove the SmartScript permanently by typing out “DELETE”


Your script is now ready to be added to a campaign, to learn how to create a campaign, click here.