The script we’re building in this tutorial calls for a drop-down list that’ll let clients choose help agents ask callers the option they need help with. The options presented in the drop-down list will be linked to script steps that need to be disabled for the script to run correctly. The idea is to have those steps be enabled only when a client agent selects one of the options in the drop-down list that was created in Adding a List Parameter. When building the script in Script Manager, the steps that will be linked to the drop-down need to be created and disabled.
If you recall the script, there are three parts that will be presented to the client agent in the form of a drop-down list: address update, billing query, account closure.
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