Create a Call Script – Arbeit

A call script is used to bundle messages together. The call script serves two main functions:

Can play a different message depending on whether a live party or a voicemail picks up.
Can play a message to the agent when a live party links back to your office.

To create a new call script, navigate to Call Scripts > Call Scripts. Click "Add" down at the bottom of the window. A new window will open up that looks like the image below.

You'll be required to give this message a name. You'll have the option to add a description. These are used to make script content identification easier.

The next step would be selecting the messages for each type. In the dropdown for each message type, you will see the complete message list. You can use the same message for all types.

Customer Message:

The message that is played when a live party is detected.

Machine Message:

The message that is played when an answering machine is detected.

Agent Message:

The message played to the client's Agent when a consumer links back to their office.
You can set this message to anything you want. Most of the time, clients choose to play the consumers account number back to the agent before the call connects.
We often refer to as the "whisper" message

Additional Features (Usually left to default settings):

Auto Transfer:

When this feature is enabled, it will transfer all calls to the client's office 5 seconds after the message is done playing. Note that this can transfer live parties or voicemails.

Music on hold:

When this feature is disabled, callers will hear ringing instead of music.

Action Keys:

There are 3 types of actions that can be taken when a consumer presses that specific key on their phone. All action keys are defaulted to linkback.
- Linkback: Links the call back to the clients office
- Repeat: Repeats the message
- Do Nothing: Does not take any action

Once all settings are changed to the clients specifications, press "OK" to save.

After you save, you will see the call script in your list, with the status "Pending". It takes a few minutes for the script to be created on the back end. This script will only be usable once the status is "Valid". Note that this page does not update, you will need to reload to get the most recent status.

When the call script shows "Valid," you can test it by following this guide.