Agent scripting is a powerful tool for both your agents and your business that functions similarly to a script in a movie or play. It’s a prompt that helps agents to move smoothly through their ‘play’ — that is, interactions with leads and customers.
With a well-built script, agents always know what their next lines are; they can shape and guide the conversation in exactly the direction that has been provided for them.
The platform’s agent scripting tool has the ability to provide much more than simply a few lines of text, however. While you can create the most basic scripts easily using drag-and-drop technology, you can also delve into much more complex agent scripting opportunities.
You can incorporate a variety of elements into your scripts, from web service calls that fetch and post information to and from external websites, to commands that stop and start call recording at any point, to iFramed websites loaded directly into the script.
Think of a script as a dynamic, interactive flowchart that you can custom-build to guide agents and customers through your desired pathways.