Add a call script to specify the questions and answer fields that a user follows when they run a call script.
Each call script template contains one form. Forms consist of pages that contain questions and their corresponding answer fields. When a user runs a call script for an inbound call, they use the form to ask questions.
Each form also has a flow, which specifies the order in which pages in the form display.
To add a call script template for inbound calls:
- Navigate to the Customize workspace.
- In the Call Management tab, in the Call Scripts subtab, in the call scripts list, click the Add button .
The Add Call Script Template dialog opens.
- In the Name field, enter a name for the call script.
- In the Description field, enter a description of the call script.
- Click OK.
The Add Call Script Template dialog closes.
The call script is added and its Pages and Flow tabs display.
You have created the call script. Complete the following procedures: