Engage Voice | Use case #2:
Adding input elements and dispositions to a script
Dan Clay owns a propane and propane accessories company in Arlen, Texas. Occasionally he has customers call in to give feedback about the products they’ve bought from his store or the service they received while shopping. He hires two agents to manage these inbound calls, and he builds a script that allows agents to collect inbound callers’ names and feedback. The script also contains a disposition at the end to allow him to keep track of call outcomes.
Meanwhile, Dan realizes that these calls represent a convenient marketing opportunity; he thinks he can increase readership of his weekly circular by offering a subscription to these inbound callers. However, he wishes to receive consent from callers before placing them on the mailing list, and he wants to be sure that consent is documented for future reference.
He also wishes to collect email addresses from those who have agreed to be placed on the subscription list, but he wants to make sure the option to collect an email address only appears in a script if the agent has indicated that the customer has agreed to subscribe.
Goals
Track customer consent to receive a weekly circular, and collect email addresses only from the customers who have consented to the subscription.
Plan
To achieve his goal, Dan will expand on his previous script by taking the following steps:
1. Edit his existing script to prepare for a new script page
2. Add and configure buttons to help agents navigate between script pages
3. Add a new consent page to an existing script
4. Add and configure checkbox options to record consent
5. Add an email input field that only appears if the agent checks the consent checkbox
6. Close out his script with a farewell and a disposition
Lessons
1. Adding additional pages to a script
2. Configuring checkboxes
3. Configuring buttons
4. Configuring navigation buttons
5. Configuring conditional actions
Recommended reading
Actions
1. Working in the same script as before, disconnect the End tool (if applicable)
2. Remove the farewell Text Block element from Page 1
3. Remove the Dispositions element from Page 1
4. Add a Button element to Page 1
a. Rename the Input Field to ‘Next Page’
b. Navigate to the Actions tab
c. Set Button Action to Navigation
d. Set Change View to Go To Page and Next Tool
5. Drag in Page 2
6. Connect Page 1 to Page 2
7. Add a Radio Buttons element to Page 2
a. Click the Add Option button twice
b. Label first option ‘Yes’ with a value of ‘1’
c. Label second option ‘No’ with a value of ‘2’
8. Add an Input - Email element
a. Input instructional text into the Help Text field
b. Navigate to the Actions tab
c. Add a Hidden Condition by clicking {{add a tag}}
d. Select the model object that contains the radio button selection you just made
e. Edit the model tag as needed to complete the hidden
Helpful hint!
We recommend you have JavaScript knowledge in order to configure the settings under the ‘Actions’ tab.
9. Add a Navigation Buttons element
10. Add a third Page tool (Page 3) to the canvas and connect it to Page 2
11. Add a Text Block element to provide some farewell text for the agent
a. Enter some farewell text
12. Add a Dispositions element
a. Provide basic agent disposition options
13. Close the script by connecting Page 3 to the End tool
14. Render the script to view your results
15. Save script
16. Ensure that the script is assigned to an inbound queue
Getting started: editing an existing script
To make a script that will best fit Dan Clay’s needs, let’s continue using the previous script created for his inbound feedback calls. Before adding any more tools, let’s start by disconnecting the End tool from the Page tool.
Next, navigate to the first Page tool’s configuration settings. As you can see in the screenshot below, the script ends with a farewell Text Block element and a Dispositions element.
Let’s get rid of both of these elements. We’ll be adding a second page to this script, so when you’re finished configuring the new page, you’ll be able to recreate these elements to close the script out properly. (Another way to achieve the same result would be to duplicate this page and save one copy on the canvas to use as the closing page. If you choose this option, you can simply add this page back to the script flow when you’re ready to close the script, ensuring you’ve removed all unnecessary or duplicate information.)
While you’re still in the Page Configuration pane, take the opportunity to give agents a way to move to the next page. To do so, you can add a Button element to the end of the script page and configure it to take agents to the next page.
Navigating through a script: adding a Button element
Choose the Button element from the Add Element dropdown menu and then label the button using the Input Label field. In this case, we’ll have the button say ‘Next Page.’
Next, click on the Actions tab at the top of the modal window and open the Button Action dropdown menu. Choose Navigation from the list and then make sure the next setting, Change View (on click), is set to Go To Page and Next Tool. This ensures that the action taken will involve navigating to the next script page. Once this is complete, you can return to the Page Configuration pane.
Recording customer consent: adding and configuring a Radio Buttons element
The next step involves creating a selection of buttons for the agent to choose from to indicate the customer’s consent to receive Dan Clay’s weekly circular. We’ll start by dragging a new page onto the canvas and entering its Page Configuration pane. Name the page, then select the Radio Buttons element from the Add Element dropdown and enter its configuration settings.
Choose a name to track the data collected from your radio buttons and enter it into the Field Name field. Next, use the Input Label field to choose the text that will display above the radio buttons. In this case, we’ll ask, ‘Would you like to receive our weekly circular?’
Now you can create some radio button options. Click the Add Option button twice and enter a Name and Value for the first and second option. Remember — the Name is what the agent will see next to the selection, and the Value will not be displayed; it will be used for reporting purposes and can be accessed via different tools and elements in the script as needed.
In this case, let’s choose ‘Yes’ (value = 1) and ‘No’ (value = 2) as our options.
If you would like one of the buttons to be pre-selected by default, you can click into the Default Value field towards the bottom of the window and enter the value of the option you wish to keep checked by default. In this case, let’s say Dan is assuming that most customers will agree to receive the weekly circular.
You would enter ‘1’ into the Default Value field that appears below. This way, the ‘Yes’ button will already be selected when the agent comes across it in the script.
Since we’ll need this information later in the script, let’s make this a required field. Toggle on the Required Field setting and press Done to return to the Page Configuration pane and save your changes.
Don’t forget to resize your element so the agent doesn’t have to scroll through to find all the options.
Now let’s get a field in there to collect email addresses from consenting customers.
Collecting email addresses from consenting customers: Adding a conditional Input - Email field
Remember that Dan wants to collect email addresses only from the customers that consent to receiving his weekly circular. Therefore, in this next step, we’ll create an email field that only appears when the ‘Yes’ option is selected from the radio buttons we just configured.
Select the Input - Email element from the Add Element dropdown list and enter its configuration menu. Provide a unique Field Name, name the input with Input Label, and add some Help Text for the agent, if desired.
Now let’s set it up so that this element only appears when consent has been confirmed. Click the Actions tab near the top of the modal window and head over to the Hidden Condition field at the bottom of the window. Remember: A disabled condition will allow agents to see — but not interact with — this element if the specified conditions have not been met. Meanwhile, a hidden condition will not even appear on the script page unless the specified conditions have been met.
Click the {{add a tag}} button at far right of the Hidden Condition field and you’ll see a modal window appear with a search bar and a few tab options with different model data types. You can use the search bar to find the element name of your choice, or you can look for it in one of the three presented tabs.
In this case, we want access to data related to the previous element we created — that is, the consent radio buttons. Since that element is a custom data source (any element that collects custom input is considered a custom data source), you can head over to the Model tab and locate your Radio Buttons element in that list.
If you don’t see your element, return to the canvas and make sure your new page is attached to the Start tool and the previous Page tool, and make sure all your changes have been saved.
Choose the Radio Buttons element from the list and click Done. You should see the element appear in tag format in the Hidden Condition field; it will look something like this:
{{{{model.model.circularconsent}}}}
Now you’ll want to tell the system the following: Hide this Input - Email element if the answer to the previous element is ‘No.’ You already referenced the previous element by adding it in tag format to the Hidden Condition field. All you have to do now is specify to the system that you wish the ‘No’ answer to be the condition under which the Input - Email element will disappear.
To do so, you can append a bit of code to the hidden condition; this is where some basic JavaScript knowledge can come in handy. In this case, let’s click into the Hidden Condition field and add in some code specifying that if the ‘No’ variable (whose value, remember, is ‘2’) is selected from the Radio Buttons element we’re referencing (model.model.circularconsent), then this email input field should disappear. Here’s how that would look:
{{model.model.circularconsent==”2”}}
Click Done to exit the modal window, save your changes, and render your script so you can ensure the hidden condition is working properly.
Closing out the script: adding navigation buttons and a new closing page
Now you can add another page to the script with the closing elements you removed earlier. But first, you’ll want to add in some navigation buttons so agents can continue making their way through the script or return to the previous page if needed.
Click the Add Element dropdown and select the Navigation Buttons element. If you wish to change the ‘Previous’ and ‘Next’ button names, just choose Edit from the gear menu at upper right, then edit the Previous Label and Next Label fields to whatever you like.
Now you can close out this page’s configuration pane and return to the script canvas. Drag a new Page element in from the Tools menu at far right and connect it to the last page in the script. Enter its Page Configuration pane and add in, configure, and adjust your farewell Text Block element and Dispositions element (revisit instructions for the Text Block element here, and the Dispositions element here).
Return to the script canvas, connect your End tool, then save and render your script so you can see it in action.
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