Conversation script is a scenario with documentation for your agents. You should plan steps of the conversation with a customer. You can create one script for several topics or one script for a single topic if topic is big.
Let's imagine simple technical support script.
Log In or Sign Up as Administrator. Administrator is a default user account.
You can save script any time after adding at least one block. For now script in Draft state and not available to agents.
Create First block. Block is like a slide. It contains useful information for agent to process call. It might be phrase examples, documentation, screenshots, etc.
Start block is the block agent will see first after opening the script.
Let's set meaningful short name for block, add some instructions to agent ad save our draft.
Create more blocks and fill content for some customer's questions or for any planned step in call
Next step is to link the blocks. Links help your agents to switch from one block (step) to another. Let's select first "Welcome" block and link it to three possible questions.
As Action description you can write question. That will be the text your agent will see above links.
Do the same linking for other blocks. There is only last block that doesn't need to be linked.
Save your script and go to back to dashboard. Refresh dashboard page if necessary and you will see your script there. Click Open to test your script before publication.
On the right side you will see history of your steps. You can click to return back to any step.
If test run was successful, let's return to editor by click to Edit button on dashboard.
And click Publish button to make script available to agents
In order to use scripts by agents, you need to invite them.
Enter valid email and click send invite. Email invitation will be sent and recipient should use url from email in order to setup password and activate account.
That's it. Now you and your team can use interactive call script to improve quality of your customer support.