{"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&#038;p=1584"},"modified":"2022-10-05T09:35:46","modified_gmt":"2022-10-05T07:35:46","slug":"using-scripts","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/using-scripts\/","title":{"rendered":"Using scripts"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Overview<\/h2>\n\n\n<p>The scripts help the agent to guide the conversation and counter objections, with ordered and prioritized questions organized in a decision tree.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1585\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/08\/2022-08-10_10-36-26-1.gif\" alt=\"\" width=\"600\" height=\"306\"><\/p>\n<p>Surveys also operate on this model.<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Prerequisites<\/h2>\n\n\n<ul>\n<li>None.<\/li>\n<\/ul>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Configuring<\/h2>\n\n\n<p>Please note that the options button allows you to export the question tree as an external image (.png format).<\/p>\n\n\n<h3 class=\"wp-block-heading\">Questions and tree<\/h3>\n\n\n<p>If the tree resembles that of a Smart routing, the actions are however much less numerous:<\/p>\n<ol>\n<li>Start: it is always first, and cannot then be placed elsewhere.<\/li>\n<li>Question: after entering a name and a reference, you can write a question, a suggestion (how to present it to the customer, for example) and add up to 10 answers, which will be as many output branches.<\/li>\n<\/ol>\n\n\n<h3 class=\"wp-block-heading\">Links<\/h3>\n\n\n<p>The links allow to send several branches to a single action.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1587\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/08\/2022-08-10_13-56-12-1.gif\" alt=\"\" width=\"600\" height=\"299\"><\/p>\n\n\n<h3 class=\"wp-block-heading\">Final question &amp; information tab<\/h3>\n\n\n<p>The panel on the left of the tree is used to:<\/p>\n<ol>\n<li>modify the information entered when creating the script<\/li>\n<li>add a final question that will be presented last on the Banner<\/li>\n<\/ol>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1589\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/08\/2022-08-10_14-34-40-1.gif\" alt=\"\" width=\"600\" height=\"382\"><\/p>\n\n\n<h3 class=\"wp-block-heading\">Queues<\/h3>\n\n\n<p>Once the script is created, it must be associated with a queue to be usable:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1586\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/08\/Capture-de\u0301cran-2022-08-10-a\u0300-13.33.46.png\" alt=\"\" width=\"600\" height=\"176\"><\/p>\n<p>It is not possible to put more than one script per queue.<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Preview<\/h2>\n\n\n<p>This is what a completed tree looks like, with a first question that then opens three branches.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1588\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/08\/Capture-de\u0301cran-2022-08-10-a\u0300-09.46.14.png\" alt=\"\" width=\"600\" height=\"507\"><\/p>\n<p>Here, the first question is &#8220;Do you know that you are eligible for our current special offer?&#8221;. From there, we anticipated three possible answers from the caller:<\/p>\n<ul>\n<li>Yes.<\/li>\n<li>No.<\/li>\n<li>Not interested.<\/li>\n<\/ul>\n<p>We have foreseen the following cases:<\/p>\n<ul>\n<li>the customer has not heard about the offer, and is interested.<\/li>\n<li>the customer has heard about the current offer, but is not interested in it. However, they would like to know more about other current promotions.<\/li>\n<li>the customer is not interested in anything, and the conversation ends.<\/li>\n<\/ul>\n<p>We created an end-of-conversation question and, rather than replicate it in each branch, included links back to it.<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Use case<\/h2>\n\n\n<p><strong>Issue<\/strong>: we have junior agents joining us next month, and we&#8217;re planning a major telemarketing operation soon. We need scripts to guide the conversations.<\/p>\n<p>Step-by-step process:<\/p>\n<ol>\n<li>Open the Maker.<\/li>\n<li>Go to &#8220;Toolbox&#8221;, then &#8220;Scripts&#8221;.<\/li>\n<li>Create your script with your name and reference of choice.<\/li>\n<li>Open it.<\/li>\n<li>Add the necessary questions, branches and links to create the script tree.<\/li>\n<li>Don&#8217;t forget the final question!<\/li>\n<li>Open the queue that your agents will use and associate the script with it (in the &#8220;Options&#8221; category).<\/li>\n<li>Your script will now appear during calls \ud83c\udf89!<\/li>\n<\/ol>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Frequently asked questions<\/h2>\n\n\n<p>WIP<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Related contents<\/h2>\n\n\n<ul>\n<li><a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/how-to-set-up-a-queue\/\" target=\"_blank\" rel=\"noopener\">How to set up a queue<\/a><\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>The scripts help the agent to guide the conversation and counter objections, with ordered and prioritized questions organized in a decision tree.<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[146,105],"ht-kb-tag":[147,131],"class_list":["post-1584","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-as-an-administrator","ht_kb_category-using-ino","ht_kb_tag-admin","ht_kb_tag-maker"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/1584","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=1584"}],"version-history":[{"count":4,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/1584\/revisions"}],"predecessor-version":[{"id":2890,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/1584\/revisions\/2890"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=1584"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=1584"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=1584"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}