Agent Scripts

Agent Scripts are a great way to allow agents to read or capture data directly from their screen or softphone. Whether you are looking to create a single-page script to be read or a dynamic script with multiple pages of input and output data this can be accomplished with a few clicks. Agent Scripts are available in Sales Engage, Enterprise, and Connect plans.

Watch our Agent Scripts video walkthrough.

Creating a single-page static Agent Script

1. Navigate to Flows → Agent Scripts.
2. In the upper right, click New Agent Script.
3. Enter a name for the new script (this is the name you will use to select the script when associating it to a tracking number).
4. In the Contents input box, type the script that you would like the agent to read or a script that will help guide them while answering or making a call.
5. Click Save Changes

Creating a multi-page Agent Script 

1. Navigate to Flows → Agent Scripts.
2. In the upper right, click New Agent Script.
3. Enter a name for the new script (this is the name you will use to select the script when associating it to a tracking number or linking to create a multiple-page workflow).
4. In the Contents input box, type the script that you would like the agent to read or a script that will help guide them while answering or making a call.
5. Click Save Changes.

Advanced Scripting Options

• Open Remote URL in an embedded iframe: Disables call script content and instead loads iframe URLs
• Open in full-screen when in desk mode: When using the new softphone in desk mode, the call script opens in a full-screen interface. You can exit this mode at any time using the button.
• Force the window to pop out instead of opening in a new tab: When using the softphone in an embedded frame such as Salesforce, this ensures the popout script is in a new window instead of a new tab.

Input and output fields

There are 7 standard input and output fields (Full Name, Email, Street, City, State, County, and Postal Code). Any updated data to these fields will be saved directly to the contact record. If additional fields are needed (to use as either input or output), they may be created using Custom Fields. The Custom Fields created will save to either the activity or contact record, depending on how each field is configured when created.

• Output Fields allow agents to see field data from the activity record in line to the script.
• Input Fields allow agents to input field data in line with the script. For agents to save the data entered, a workflow is required. 

Workflows

Workflows can be configured with rules on when to show an agent a script or panel. Some examples include, during a specific schedule or for only inbound calls. Once a rule or rules have been set you can use the workflow to help create multi-page agent scripts or load additional panels (contact, scoring, or other custom panel created).

To create a new workflow:

1. Select → Add Script Rule
2. Create rules to choose the call script or panel that is presented to an agent after filling out inputs in the current script.
3. Choose which script or panel to display

Things to note

You can either assign this script to a Tracking Number on the same page by clicking the “Edit Assigned Tracking Numbers” button or when you are editing a Tracking Number, there is an option to select a Call Script.

After the Call Script has been assigned to a Tracking Number, whenever an agent accepts an incoming call or makes an outgoing call using the assigned Tracking Number, the script will appear at the bottom of the browser phone.

Additionally, the scripts can use variables that will be replaced with information from the call (see below). Agent scripts are associated to tracking numbers, so each tracking number can have its own script, or you can assign one script to multiple tracking numbers.

Using Variables

You can use variables to replace elements of the call script so that information will be automatically filled in and you won’t have to create separate scripts for different call scenarios.  If a property you used in the script is not available for a particular call, it will show as blank in your script for that call.

For example, to show the Tracking Source, you would add {{source}} into your script where you want the name of the tracking source to appear.

Here is a list of property names that you can include in call scripts:

Caller ID Properties

• {{id}}: the call id
• {{account_id}}: the CTM account id
• {{name}}: the caller name
• {{cnam}}: the CNAM for the caller
• {{search}}: the keywords searched for or “(not provided)” if they were unavailable
• {{referrer}}: the referring URL of the visitor
• {{location}}: the landing URL of the visitor
• {{source}}: the tracking source of the caller
• {{email}}: the email of the caller
• {{street}}: the street address of the caller
• {{city}}: the city of the caller
• {{state}}: the state of the caller
• {{country}}: the country of the caller
• {{postal_code}}: the zip/postal code of the caller
• {{is_new_caller}}: first time caller? true/false
• {{caller.uid}}: the caller’s unique identifier
• {{caller.id}}: another caller id
• {{caller.account_id}}: the account id of the caller
• {{caller.agency_id}}: the agency of the caller
• {{caller.name}}: the caller name
• {{caller.email}}: the caller email
• {{caller.number}}: the caller’s E.164 phone number
• {{caller.alternative_number}}: the caller’s unformatted number, i.e. 8885551212
• {{caller.phone_type}}: the caller's phone type, i.e. mobile, landline, VoIP, etc.
• {{caller.address.street}}: the street address of the caller
• {{caller.address.city}}: the city of the caller
• {{caller.address.state}}: the state of the caller
• {{caller.address.country}}: the country of code of the caller
• {{caller.address.postal_code}}: the postal code of the caller

Tracking Number Properties

• {{tracking_number}}: the tracking number in E.164 format (+1)
• {{tracking_number_format}}: the formatted tracking number, i.e. (NPA) NXX-1234
  {{tracking_number_bare}}: the unformatted tracking number NPANXX1234
• {{tracking_label}}: the label/name of the tracking number
• {{caller_number_format}}: the formatted number of the caller, i.e. [phone]
• {{alternative_number}}: the unformatted number of the caller, i.e. 8885551212
  {{caller_number}}: the E.164 formatted number of the caller, i.e. [phone]
• {{caller_number_complete}}: the E.164 formatted number of the caller, i.e. [phone]
• {{caller_number_bare}}: another unformatted number of the caller, i.e. 8884441212

Enhanced Caller ID Properties

• {{extended_lookup_on}}: whether or not extended lookup (Enhanced Caller ID) was enabled for the call
• {{extended_lookup.facebook}}: Facebook URL of the caller
• {{extended_lookup.linkedin}}: LinkedIn URL of the caller
• {{extended_lookup.twitter}}: Twitter @username of the caller
• {{extended_lookup.education}}: caller level of education, i.e. “Completed College”
• {{extended_lookup.language}}: spoken language of the caller, i.e. English, Spanish
• {{extended_lookup.carrier}}: carrier of the caller’s phone, i.e. “Verizon Wireless, AT&T, etc.”
• {{extended_lookup.age}}: age of the caller
• {{extended_lookup.high_net_worth}}: the caller has net worth > $1M US (Yes, No, blank)
• {{extended_lookup.home_owner_status}}: whether the caller owns or rents his/her home
• {{extended_lookup.household_income}}: range of income for caller’s household, i.e. “50k-75k”
• {{extended_lookup.marital_status}}: marital status of the caller, i.e. Married, Single
• {{extended_lookup.length_of_residence}}: time at current address, i.e. 1 Year, 4 Year, Less than 1 year, etc.
• {{extended_lookup.market_value}}: market value of the caller’s home, i.e. “150k-200k”
• {{extended_lookup.occupation}}: the occupation of the caller, i.e. Nurse, Professional, part-time, etc.
• {{extended_lookup.presence_of_children}}: whether or not the caller has children (Yes, No, blank)

Carrier Properties

• {{carrier}}: the carrier of the call, i.e. Verizon Wireless, AT&T, etc.
• {{spam.risk}}: the SPAM category of the call (low, medium, high)
• {{spam.score}}: the SPAM score of the call (integer)