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Sample Script Specifications

The following are sample script specifications for creating a greeting, address update, billing query, account closure.

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is the script that we will build in this tutorial. The script is for company ABC, and its purpose is to allow clients to choose one of three actions: update their address, inquire about their billing, and close their account. To achieve all of this, the script will contain four parts: a greeting, an address update, a billing query, and account closure. The three actionable parts will be presented to the client in the form of a drop-down list.

Part #1: Greeting

Thank you for calling ABC Company. May I have your name, please?

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<Insert link to go back to the main menu main menu>

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Part #2: Address Updates

May I have your new address with postal code please?

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<Insert link to go back to the main menu main menu>

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Part #3: Billing Questions

• What is my due date?
  Your due date is ______________ and your last statement was sent out on __________________.
  
  
• What is the payment address?
  The payment address is: 1234 Laurel Way, Toronto, ON M972C8
  
  
• What is my interest rate?
  Your annual interest rate is 23.99%
  
  
• How is my interest calculated?
  Your monthly interest is calculated on the principal balance at the beginning of your billing cycle. The formula is $X*Y/Z%

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Part #4:

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Account

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Closure

Yes, I can close your account today.  That will mean that you cannot make any further purchases effective immediately.  Your statements will be sent out as normal with the payment amount and due date and the credit limit will reflect 0.  Would you like me to send you a confirmation letter?

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☐No

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Let's Get Started

Let’s create an equivalent script to the one above. The use the Script Manager to create the script described above. As noted, the script will have four stepsparts. The first one will ask for the general data of the client and for the specific subject of the call , once (which will be displayed as a drop-down list). Once the subject is selected, the next step will show the relevant information, leaving the other two steps one of the remaining three parts will be executed (the one that corresponds to the option selected by the client). The parts that are not selected will be hidden.

The following subsections will guide you in the creation of this script. Click the links below to jump to the indicated subsection.

1. Creating a script: explains how to create a script.
2. Editing script properties: walks you through the steps required to set the properties of your script.
3. Editing step properties: indicates how to set the properties for the first step in  your script.
4. Adding step parameters: walks you through the creation of the parameters required for the script Sample #1: Greeting, as specified above. 
5. Hiding steps: explains how to create the three parts of the script that will correspond to the choices presented to the client, and tells you how to hide them.
6. Enabling steps: explains how to tie the the parts of the script to the drop-down list that contains the options that will be presented to the client.
7. Adding parameters for address updates, billing questions, and closing accounts: walks you through the creation of the parameters required for the remaining scripts specified above: Sample #2: Address Updates, Sample #3: Billing Questions, and Sample #4: Can I Close My Account. 
8. Previewing the Script:  shows how the preview the script and ensure that everything works as it should.