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:

1. 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.
   

   

   
   

2. Click and drag the Text parameter from the Component palette.

3. In the Textbox properties editor, do the following:
   

   

   
   

   1. Enter a Title: New Address

   2. Enter a Caption: May I have your new address with postal code please?

   3. Select the Required checkbox.

   4. The text parameter should appear as follows in the workspace area:
      

      

      
      

To add a label parameter for additional information that should be conveyed to the caller:

1. Click and drag the Label parameter from the Component palette.

2. 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.