Scripts help your agents stay on message during their interactions with your customers.
To add a script to your system, click Admin Utilities > Scripts
Then click on "Add New Script" in the upper right corner. This will take you to the Script creation page.
Complete all the fields. Remember to choose "Active" if you want this script to be live and available for use.
The script can take advantage of variables!
Within the script, you can have Contact Center automatically insert variable data from the lead into the script.
For example, your script in the Add Script page would read: " Thank you for calling --A--first_name--B-- , I see you already have an account with us.........."
The Script in the agent screen would read: " Thank you for calling John, I see you already have an account with us....."
You can insert these fields by selecting them under "active" and then selecting the item you would like to auto-populate.
We're here to help - if you need assistance, please contact the Ytel support team via email at email@example.com or you can click the live chat button at the bottom right of your screen.