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Configuring call script templates for inbound calls

An inbound call script template defines a workflow for users to follow when they receive calls from contacts. You create inbound call script templates to define consistent methods for handling inbound calls in your organization.

You require the appropriate privileges to create, edit, and manage call script templates.

Call script templates for inbound calls

Call scripts templates for inbound calls define how your customer care specialists answer calls and help provide consistent service.

In call script templates, a form contains pages and a flow. Pages define the questions that users ask when they receive an inbound call. The flow defines the order in which pages display for users. You can also use call reasons to associate call scripts with the reason that a customer has called your organization.


A call script template can contain a single page or many pages. A page can contain a single question or many groups of questions. You use sections to organize and group questions on a page. For example, you can use sections to highlight, separate, or isolate specific information. You can also personalize pages with headers or footers.

You add questions and their answer options to the sections in a page. The question's type determines the available properties for a question, for example, you define the answer options that users can select for a drop down question.


A call script flow defines the order in which pages display for users who access the call script. You add nodes and connecting branches to the flow using a graphical user interface. Each node represents a page that displays to users. Branches are graphical representations of the connections between page nodes in a flow. A branch displays in a call script flow as an arrow that points from one page node to another.

You can define branch conditions to create dynamic call scripts that show only the questions that are relevant to users. Branch conditions define which pages display to users based on the answers that they enter in preceding pages.

You can also add print documents to a call script flow. Print documents are documents or images that provide additional information or context to a call script. A print document can contain merge fields that populate with information from the answers in the call script. Users can print the document when the call is completed.

Call reasons

In an integrated telephony system, call reasons indicate the reason why a contact calls you. A call reason is associated with a single call script that loads when a client indicates the reason for their call through the telephony system. Without an integrated telephony system, call reasons cannot be used to identify the appropriate script. Instead, the General Inquiry script displays when the Inbound Call workspace is opened.