As your business grows and you bring in team members to handle calls on your behalf, giving them a script to follow is the best way to maintain quality. It minimises mistakes and keeps things running smoothly. Here's how to set one up.
📌Note: Only admins have access to Call Script creation and editing.
Adding A Call Script
Head to your account settings and access the Phone Numbers section. In there, open the Voice and switch to the Call Scripts tab.
Click Add Scripts.
Type a title for your Script; this will be used to access it in the dialler, so try to be clear and concise.
Enter your Script; the builder allows for regular text formatting, meaning you can use multiple fonts, colours, and styles. If you don't see the necessary settings, click the three-dot icon to expand the options.
You can add Custom Values to your script by clicking the tag icon. When the script is in use, the system will replace them with the proper information.
Once satisfied, click Save.
You can add multiple scripts by repeating these steps.
Accessing The Scripts
You can access the call scripts whenever you're using the web dialler. While on a call, click the Scripts button.
This will open a small tab next to the dialler where you can select the desired script from the drop-down menu.
All your team members will have access to the scripts directly from the dialler, so they have their lines ready on every call without needing to load extra screens. This helps improve consistency and keeps things productive.