Select the images for a closer look.
TABLE OF CONTENTS
Navigation Button
These buttons can be configured to move the user from one page of a script to another. To do this, you would assign a different page of the script to the button via the 'Field Config' tab in the settings of the button.
Fig 1. The 'Button' options in the script editor and a navigation button placed into the script.
Tab 1 – Field Config
Fig 2. A navigation button editing option. Field Config tab open.
| Reference name | This will display a reference generated by the system. You do not need to change this but you can if you wish as it may help finding/identifying it in a large script with various rules/fill points being used. |
| Button text | Here you can edit what the actual button will display for your agents. Things such as 'go to X page' or simple descriptions like 'Call back page' etc. |
| Save on navigation | When information is entered into the script and an agent uses the button with this ticked, that information will be saved back to the database (as long as your data input fields are assigned to a data table - see input fields). |
| Ignore validation on save | When selecting this, any validation on the page (where you can highlight fields that agents must enter data into) will be ignored. E.g. you have a page where you want agents to gather specific information from the customer but if they are a certain type of customer, they can skip it. |
| Go to page | Here, you will be presented with a drop down of all the pages on the script to select from. When an agent selects the button, this is the page they will be taken to next. |
Tab 2 – Field Style
Fig 3. A navigation button editing option. Field Style tab open.
| Visible | Selecting this will make the button visible by default. Unchecking it will make it invisible by default. You can create rules to make buttons visible under certain circumstances e.g. if an answer to a question is yes/no etc. See this guide on script rules for more. |
| Font size (px) | This allows you to adjust the size of the font on the button. |
| Background, border & Font colour | Here, you can change the colours via colour pickers, allowing you to customise your buttons. |
Email Button
This button allows the agent to send an email to the leads email address. It can also be configured to send an SMS to the leads mobile number.
These emails/SMS messages CANNOT be replied to by leads, they are one way only. See the section below on sending emails & SMS messages from scripts that can be replied to via interaction buttons.
Agents can only press the button once, to avoid accidentally spamming the customer.
Fig 4. The 'Email Button' options in the script editor and an email button placed into the script (named by default as send email).
Tab 1 – Field Config
Fig 5. An email button editing option. Field Config tab open.
| Reference name | This will display a reference generated by the system. You do not need to change this but you can if you wish as it may help finding/identifying it in a large script with various rules/fill points being used. |
| Button text | Here you can edit what the actual button will display for your agents. Things such as 'go to X page' or simple descriptions like 'Call back page' etc. |
| Subject | Allows you to configure the email subject to something relevant for the email being sent via the script. |
| Select an email template | Selecting an email OR an SMS template from the dropdown will determine what is sent to the lead. |
| Navigation | If this is selected, the agent wont be able to move onto another page of the script unless the email/SMS has been sent. |
| Edit/Add template | Selecting this button will take the user to the email/SMS templating page (via a new browser window). See this guide for more information on how to edit these. |
| Test | Selecting this will send an email to the chosen recipient as a test of what it will look like to the lead. |
Tab 2 – Field Style
Fig 6. An email button editing option. Field Style tab open.
| Visible | Selecting this will make the button visible by default. Unchecking it will make it invisible by default. You can create rules to make buttons visible under certain circumstances e.g. if an answer to a question is yes/no etc. See this guide on script rules for more. |
| Font size (px) | This allows you to adjust the size of the font on the button. |
| Background, border & Font colour | Here, you can change the colours via colour pickers, allowing you to customise your buttons. |
Tab 3 – Email Recipients
Here you can set the senders email to present and the recipients email. This can be populated with fields or manually entered.
Fig 7. Email button editing options, email recipients tab open.
| Email from | You can manually enter an email address in this box if you wish however this address will then apply to ALL emails sent out this way. Alternatively, you can select a field from the dropdown. This will tell the button to 'pull' an email address from a selected field within your script. |
Use case examples
Manually entered email address
E.g. noreply@companyname.com
'Pull' from a script field.
You may be contacting leads on behalf of different clients, so your script could have a 'client email' field. This option will automatically populate the correct 'from address' by selecting the relevant, client email field.
| Email to | This could be manually entered but this would mean all emails would go to the address entered. Alternatively, you can add a field from the script to 'pull' an email address into the email to box. |
Use case examples
Manually entered email address.
A Business with a requirement to send an internal email once a lead has a confirmed payment. They would enter their relevant email address in here so the agent can send the email once payment has been received.
'Pull' from a script field.
You may be handling contract renewals and want to send customer confirmations of the new deal they have signed up to. By selecting a 'customer email' field from the script, you can be sure the email will be sent to the correct address for the lead in the system. Doing this also allows the agent to confirm the email address via the script.
Email Interaction Button
This button allows the agent to send an email to the leads email address.
These emails CAN be replied to by leads and you can assign an email channel for the replies to come back into (Providing you have one setup. If you are not currently using omnichannel options such as email, please contact your account manager for more information).
Agents can also only press the button once, to avoid accidentally spamming the customer.
Fig 8. Email interaction button location on left hand menu. Also the button is shown within a script.
Tab 1 – Field Config
This tab is identical to the above field config tab for the Email button.
Fig 9. Email interaction button editing options. Field Config tab open with the same options as the 'regular' email button.
Tab 2 – Field Style
This tab is identical to the above field style tab for the Email button.
Fig 10. Email interaction button editing options. Field Style tab open with the same options as the 'regular' email button.
Tab 3 – Email Recipients
Here you can set the email channel for the leads reply to go to and the email subject. You can also set the 'email to' address which can be populated from a data field or manually entered.
Fig 11. Email interaction button editing options. Email Recipients tab open.
| Select channel | From this drop down, all the available email channels will be presented. You can select which channel will receive a reply from the customer should they choose to do so. |
| Email subject | Allows you to configure the email subject to something relevant for the email being sent via the script. |
| Email to | This could be manually entered but this would mean all emails would go to the address entered. Alternatively, you can add a field from the script to 'pull' an email address into the email to box. |
Use case example
In debt collection, forms have to be sent to the customer for them to complete and return. Using this button, the agent can send the forms via email and when the customer has completed them, they can reply to the email. The reply will then go to the relevant department/agents via the channel selected, who can process them for further contact with the customer.
SMS Interaction Button
This button allows the agent to send an SMS to the leads mobile number and gives the customer the ability to reply to it..
These SMS messages CAN be replied to by leads as you can assign an SMS channel for the replies to come back into (Providing you have one setup. Again, if you are not currently using omnichannel options such as email, please contact your account manager for more information).
Agents can also only press the button once, to avoid accidentally spamming the customer.
Fig 12. SMS interaction button location on left hand menu. Also the button is shown within the script.
Tab 1 – Field Config
This tab is identical to the above field config tab for the email interaction button.
Fig 13. SMS interaction button editing options. Field Config tab open with the same options as the email interaction button.
Tab 2 – Field Style
This tab is identical to the above field style tab for the email interaction button and email button.
Fig 14. SMS interaction button editing options. Field Style tab open with the same options as the email interaction and email button.
Tab 3 – SMS Recipients
Here you can set the SMS channel for the leads reply to go to. You can also set the 'SMS to' address which can be populated from a data field or manually entered.
Fig 15. SMS interaction button editing options. SMS Recipients tab open.
| Select channel | From this drop down, all the available SMS channels will be presented. You can select which channel will receive a reply from the customer should they choose to do so. |
| SMS to | This could be manually entered but this would mean all SMS messages would go to the number entered. Alternatively, you can add a field from the script to 'pull' a mobile number into the 'SMS to' box. |
Use case examples
A business sending sales order numbers out via SMS can allow their customers to reply, giving them the ability to check on updates or change delivery instructions etc.
Booking confirmation could be sent via SMS, allowing the customer to reply if the details are incorrect.