Manuscripts provide a way to script a conversation. It might be used to help guide a call, provide consistent greetings and language used, and can also gather and record information from the contact.
They are an optional extra which your admin may attach to an outbound project to help guide agents through their calls.
If there is a manuscript for the project you are working on, when you have the contact card open during a call:
- Click the Manuscript tab to go to the manuscript.
The manuscript will be created by your admin and contains information relevant to your organisation and the project you are working on. As such, this article can't discuss what your manuscript might look like, but the following shows how a very simple manuscript works.
Examples of manuscripts in action
Variables and branching
- Manuscripts might be created to guide the call, for example using a preferred greeting.
- They can include variables, replaced with details from the call when they are used. In this example, the agent name and contact name are defined as variables, and are replaced to show the correct agent and contact information.
- The manuscript does not have to be linear, proceeding down different paths, depending on answers to questions.
Navigation and mandatory fields
- You can move forwards and backwards through the pages of the manuscript using the Next and Previous buttons.
- If there are any mandatory fields (denoted by a red asterisk *) you cannot proceed to the next page until the mandatory field has been completed.
Drop-down lists, free text
Manuscripts can be used to prompt you to collect information:
- Click to select the appropriate option in drop-down lists.
- Type responses in free-text fields.
Manuscript finished
- Once you reach the last page, the manuscript is finished. There is no need to save it.
- You will still need to complete the call as normal, including selecting an outcome.
- If you need to review the answers to the manuscript later, you can find the call in your History page.
- Admins can view the answers for an individual call's manuscript, or run a report to see all answers recorded in a given period.