When the agent selects this option from the drop-down list we created in Adding a List Parameter, the script will prompt them to ask the caller to provide their new address. For this, will use a text parameter. We will also add a label parameter to give the agent additional information that should be conveyed to the caller.
To add a text parameter for address change:
From the script outline area, choose address-updates to display the workspace for this script step.
Recall that a dashed red outline indicates that the step has been chosen.
Click and drag the Text parameter from the Component palette.
In the Textbox properties editor, do the following:
Enter a Title: New Address
Enter a Caption: May I have your new address with postal code please?
Select the Required checkbox.
The text parameter should appear as follows in the workspace area:
To add a label parameter for additional information that requires no input:
Click and drag the Label parameter from the Component palette.
In the Label properties editor, do the following:
Enter a Caption: Once information is entered, please repeat the new address to the customer before proceeding with the call.
If there is a bill that was just sent out you will need to resend a bill or advise the client when the next bill will be sent.
The label parameter should appear as follows in the workspace area:
Click Save when done.