{"id":1584,"date":"2022-08-10T15:21:46","date_gmt":"2022-08-10T13:21:46","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=1584"},"modified":"2026-06-04T14:53:59","modified_gmt":"2026-06-04T12:53:59","slug":"using-scripts","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/using-scripts\/","title":{"rendered":"Scripts – Set them up"},"content":{"rendered":"\n
\"Smart<\/figure>\n\n\n\n

[Reading time: 7 minutes<\/em>]<\/p>\n\n\n\n

Overview<\/h2>\n\n\n\n

A Script<\/strong> in INO cx is a guided process that helps advisors deliver a consistent message during an interaction. The script is presented to the advisor as a sequence of questions<\/strong> \u2014 each with one or more possible answers \u2014 that branch into the next question depending on what the customer says. The result is a decision tree that drives the conversation step by step.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

A script can be used to:<\/p>\n\n\n\n

    \n
  • Standardise the discovery phase of a sales conversation.<\/li>\n\n\n\n
  • Run a structured diagnostic on a support call.<\/li>\n\n\n\n
  • Walk an advisor through a compliance checklist.<\/li>\n\n\n\n
  • Capture qualified information at the end of an interaction with a final questionnaire.<\/li>\n<\/ul>\n\n\n\n

    Once configured, a script is attached to a distribution queue (for voice or messaging) and is automatically displayed to advisors who handle interactions of that queue.<\/p>\n\n\n\n

    1. Access and permissions<\/h2>\n\n\n\n

    Scripts are configured in the Maker<\/strong>, in the Toolbox<\/strong> module. From the left menu, open Toolbox > Scripts<\/strong>.<\/p>\n\n\n\n

    To access and configure scripts, the user\u2019s role must include the appropriate rights on the Scripts<\/strong> entity:<\/p>\n\n\n\n

      \n
    • Read<\/strong> \u2013 view the list and details of scripts.<\/li>\n\n\n\n
    • Create<\/strong> \u2013 create a new script.<\/li>\n\n\n\n
    • Modify<\/strong> \u2013 edit a script, add or remove questions, change links.<\/li>\n\n\n\n
    • Delete<\/strong> \u2013 delete a script.<\/li>\n<\/ul>\n\n\n\n
      \"\"<\/figure>\n\n\n\n

      To use a script in the Banner, the advisor’s active profile must have the scripts<\/strong> feature enabled and the right to handle the corresponding flow (voice or messaging). Scripts are part of the Smart licence.<\/p>\n\n\n\n

      \"\"<\/figure>\n\n\n\n

      2. Create a script<\/h2>\n\n\n\n

      To create a new script:<\/p>\n\n\n\n

        \n
      1. Go to Maker > Toolbox > Scripts<\/strong>.<\/li>\n\n\n\n
      2. Click the +<\/strong>Create button at the top right.<\/li>\n\n\n\n
      3. Fill out the form:<\/li>\n<\/ol>\n\n\n\n
        Field<\/th>Required<\/th>Description<\/th><\/tr><\/thead>
        Name<\/strong><\/td>Yes<\/td>Display name of the script.<\/td><\/tr>
        Reference<\/strong><\/td>Yes<\/td>Unique identifier used to reference the script in your configurations. Must be unique and may contain only the following special characters: _ + . @ -<\/code><\/td><\/tr>
        Description<\/strong><\/td>No<\/td>Free text to describe the purpose of the script.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
          \n
        1. Click Save<\/strong>.<\/li>\n<\/ol>\n\n\n\n

          The new script appears in the list. At this stage, the script exists but does not yet contain any question. Click on its name to open the script editor and start building it.<\/p>\n\n\n\n

          \"\"<\/figure>\n\n\n\n

          3. Build the script<\/h2>\n\n\n\n

          The script editor presents the script as a tree of questions<\/strong>, similar to the Smart Routing editor. Each question has a text, possible responses, and links that determine which question is displayed next depending on the response chosen by the advisor.<\/p>\n\n\n\n

          The tree always starts from a Start<\/strong> node, which marks the entry point of the script. This node is created automatically when the script is created \u2014 there is nothing to configure on it. The first real question is the one linked from the Start node.<\/p>\n\n\n\n

          3.1. Add a question<\/h3>\n\n\n\n

          From the editor, click Add a question<\/strong>. Two options are offered:<\/p>\n\n\n\n