> ## Documentation Index > Fetch the complete documentation index at: https://help.broadstripes.com/llms.txt > Use this file to discover all available pages before exploring further. # Build a call script > Create a call center script on a visual map. Start from a kind of call or a copy, write each page the caller sees, and connect the buttons callers press. A call script is what callers see on screen during a call: the words to read, a button for each thing the person might say, and the information to write down. The script builder lays your script out as a map. Each page the caller sees is a card, and lines show where each button leads. You need to be a project admin to create or change call scripts. > [!NOTE] > > **Prefer writing scripts as text?** Choose **Edit as code (advanced)** from the menu at the top right of the builder. The code uses Broadstripes Call Script Syntax (BCSS), described in the [BCSS reference](https://help.broadstripes.com/docs/admin-guides/call-center/creating-call-center-script.md). ## Start a new script 1. Click the **Project settings** icon in the upper right corner of any page (or press **Ctrl-K** / **⌘K**), then choose **Scripts**. 2. Click **New call script**. The **Start a new script** dialog opens. 3. Type a **Name** for the script, then choose what the call is for: * **Check-in** — hear how things are going and what matters at work. The caller writes the biggest issue down. * **Invite to an event** — invite people to a meeting, a rally, or a training, and write down whether they are coming. * **Get out the vote** — make sure people have a plan to vote, and write the plan down. * **Start blank** — one empty page. You write everything yourself. * **Copy a script from this project** — start from a script you already have. See [Copy an existing script](#copy-an-existing-script). ![The Start a new script dialog with a Name box and five choices: Check-in, Invite to an event, Get out the vote, Start blank, and Copy a script from this project](https://mintcdn.com/broadstripes/7REie9deppvtvUJW/images/admin-guides/call-center/script-builder-starter.png?fit=max\&auto=format\&n=7REie9deppvtvUJW\&q=85\&s=47390ad2b549107fabf9afe31bee67fe) 4. If you chose **Start blank**, click **Start blank** to open the map with one empty page. For the three kinds of call, click **Next**. The dialog suggests words you can change at each step: * **Step 2** asks who is calling and who you are calling. These words go into the opening line, as in "I'm calling from the union." * **Step 3** shows the opening line the caller reads first. Edit it to say what you want. The blue chips, such as **First name**, fill in each person's details when the call is made. * **Step 4** lists what the person might say back. Each response becomes a blue button on the caller's screen. Next to each one, choose the page it **Goes to** and the **Outcome** it records. ![Step 4 of the starter, a table of four responses with the page each one goes to and the outcome it records](https://mintcdn.com/broadstripes/7REie9deppvtvUJW/images/admin-guides/call-center/script-builder-starter-responses.png?fit=max\&auto=format\&n=7REie9deppvtvUJW\&q=85\&s=f165637492c825b1bec4f261328b5344) 5. Click **Write my script**. The builder writes an **Introduction** page with your responses as its buttons, adds **Conversation**, **Voicemail**, and **Wrap Up** pages when a response leads to them, joins them up, and opens the map. Nothing is saved yet. The script is saved only when you click **Save draft** or **Publish**. See [Test and publish a call script](https://help.broadstripes.com/docs/admin-guides/call-center/test-and-publish-a-call-script.md). ### Copy an existing script To start from a script you already have, choose **Copy a script from this project** in the first step, pick the script, and click **Make the copy**. The copy keeps the original's pages, buttons, words, and card positions, and opens on the map. To copy the script you are editing, choose **Copy this script** from the menu. This opens a new script with that copy already chosen. The option appears only on a saved script. > [!WARNING] > > Completed calls count per script, so a copy starts with none. If you move a call pool to the copy, people who already finished a call with the original are called again. The dialog warns you when the original has completed calls. ## Find your way around the builder ![The script builder, with the name and buttons across the top, the Info to collect strip, the map of four page cards joined by lines, and the Your script checklist and Blocks on the right](https://mintcdn.com/broadstripes/7REie9deppvtvUJW/images/admin-guides/call-center/call-script-editor.png?fit=max\&auto=format\&n=7REie9deppvtvUJW\&q=85\&s=c1067c5b2b1e08509bcc435a0653f750) * **Name and header buttons** — the script's name, **Undo** and **Redo**, **Try the call**, the menu, **Cancel**, **Save draft**, and **Publish**. The line under the name says whether the script is new or live. * **Info to collect during this call** — fields the caller fills in on every page, such as the person's best phone number. Click **+ Add field** to add one. Click a field's chip to change the label the caller sees or to stop collecting it. * **The map** — every page and every condition is a card. Flags above a card mark the **Start** page (blue), a page that **Ends the call** (green), a **Condition** (purple), and anything **Unfinished** (amber). The amber flag names what is missing, such as "No words yet." The **Key** in the corner of the map explains the flags. * **Toolbar** — **Tidy up** arranges the cards in columns, starting from the start page. The **+** and **−** buttons zoom, and **Fit** shows the whole script. * **Side panel** — the **Your script** checklist and the **Blocks** you can add to the map: a **Page** or a **Condition**. To move around the map, scroll to zoom and drag an empty part of the map. Drag a card by its name, its words, or its edge to move it. > [!TIP] > > Zooming in with the mouse wheel or a pinch while the pointer is over a card opens that card, and zooming out far enough closes it again. ### Read a card on the map A page's card on the map shows: * The page's name. Type in the box to rename the page; buttons that lead to it follow the new name. * An **Edit** button, which opens the card. You can also click the card's words. * The words the caller reads, with the person's details shown as chips. * Chips for any fields the caller writes down and for the page's text message. * One row for each button, with its words, a pencil (), and an arrow naming the page it goes to. Click the arrow to open that page. * A circle on the card's right edge for each button, where its line starts. * A green row on a page that ends the call. * **+ Add button**. ## Add and change buttons Each button is something the person might say. The caller presses the button that matches, and the call moves to the next page. 1. On a card, click a button's words or its pencil () to change it, or click **+ Add button** to add one. The button editor opens in the card. 2. Fill in the boxes: * **Response** — the words on the button. * **Goes to** — the page or condition the call moves to. Choose **+ Create a new page** to add a page named after the button's words. * **Outcome** — what the call records when this button is pressed. Each outcome in the list says **completed** (the person will not be called again with this script) or **calls again**. Choose **None** when the button doesn't record an outcome. * **+ Also check off an event step** — choose an event step for this button to check off for the person, such as an RSVP. 3. Click **Done** (or **Add** for a new button), or press **Enter**. Press **Escape** to cancel, or click **Remove** to delete the button. ![A page card with the button editor open, showing the Response, Goes to, and Outcome boxes and the Also check off an event step link](https://mintcdn.com/broadstripes/7REie9deppvtvUJW/images/admin-guides/call-center/script-builder-button-editor.png?fit=max\&auto=format\&n=7REie9deppvtvUJW\&q=85\&s=e6da06afee530224d89963ba04fae243) When the call ends, Broadstripes saves it with the outcome of the last button the caller pressed that records one. ### Create a new outcome 1. In the **Outcome** box, type a name that isn't in the list, then choose **Create outcome**. 2. The builder asks whether a person whose call ends with this outcome is done for this script: * **Yes, they are done** adds the outcome to the project's completed outcomes when you save the script. People whose call ends with it are not called again with this script. * **No, call them again** records the outcome without completing the person. ![The button editor asking "When a call ends with Wants a home visit, is this person done for this script?" with Yes, they are done and No, call them again](https://mintcdn.com/broadstripes/7REie9deppvtvUJW/images/admin-guides/call-center/script-builder-new-outcome.png?fit=max\&auto=format\&n=7REie9deppvtvUJW\&q=85\&s=9fb45688cc0c7887f93b9838856e1bd0) You can change your answer later in the **Completed outcomes** list on the Call Center **Settings** tab. See [Call outcomes and tracking](https://help.broadstripes.com/docs/admin-guides/call-center/using-call-center.md#call-outcomes-and-tracking). An outcome you mark as completed can't contain a comma. A button also can't record **Skipped** or **Interrupted**, because the call center records those itself. ### Connect buttons by dragging Drag a button's circle onto another card to send the button there. ![The No answer button on the Introduction card goes nowhere; dragging its circle onto the Voicemail card draws a line between them and the row now reads Voicemail](https://mintcdn.com/broadstripes/7REie9deppvtvUJW/images/admin-guides/call-center/script-builder-connect.gif?s=0801c20af5d57aa0be13df05bc2cd72d) You can also click a circle to choose from a list of every place the button can go. Choose **Nowhere (delete the path)** to disconnect it. Point at a line to see its button's words. To remove a line, click it, then click **Delete path**. ## Write a page Click **Edit** on a card. The card opens in place, with the page's form on the left and its blocks on the right. ![The Introduction page open on the map, with the words editor, the Possible responses list, Delete page and Done, and the blocks on the right](https://mintcdn.com/broadstripes/7REie9deppvtvUJW/images/admin-guides/call-center/script-builder-open-page.png?fit=max\&auto=format\&n=7REie9deppvtvUJW\&q=85\&s=c684ffddfad27db612b1dbcfddd3e3a5) * **What the caller will read** — the words on the caller's screen. **Insert field** puts a chip in the words that fills in the person's details, such as their first name or employer, or the caller's name. **Show only when** shows some words only to some people; see [Add conditions to a call script](https://help.broadstripes.com/docs/admin-guides/call-center/add-conditions-to-a-call-script.md#show-words-only-to-some-people). The rest of the toolbar formats the words: bold, italic, quotes, and links, with lists, text size, and more behind the button. * **+ Ask the person something the caller writes down** — adds a custom field for the caller to fill in. The label is what the caller sees; leave it blank to show the field's name. Check **Required** if the caller can't go on until the field is filled in. * **+ Send a text message** — adds a text the caller can send from this page, with the person's details filled in. * **Possible responses** — the page's buttons. Click a row to change it, as on the map, or click **+ Add another response**. * **Delete page** — removes the page after asking first. Buttons that went to it then go nowhere until you point them somewhere else. Click **Done**, or press **Escape**, to close the card and return to the map. Changes stay in the builder until you save the script. ### Blocks on an open page The blocks on the right of an open page add things to it. Click a block, or drag it onto the card: * **Custom field** — something the person says that the caller writes down. * **Text message** — a text the caller can send from this page. * **Button** — an answer that sends the caller to another page. * **Event step** — a button that also checks off a step for the person, such as an RSVP. * **Conditional button** — a button that sends the call one way or another, depending on the person. See [Add conditions to a call script](https://help.broadstripes.com/docs/admin-guides/call-center/add-conditions-to-a-call-script.md). * **Ending button** — the green button that saves the call and ends it. A block the page can't take is grayed out, with the reason in place of its description. ### End the call A page with no buttons ends the call. The caller sees a green **Call complete** button, which saves the call with the outcome of the response that led there. To give the green button your own words, such as **Save this call**, add the **Ending button** block. A page either has buttons or ends the call, never both. To end a call after a page that has buttons, point one of its buttons at a page with no buttons. ### Fields you can't ask on a call The call screen can't show a box for multi-select, ranked choice, or time of day custom fields, so you can't add them for the caller to fill in. Admin-only fields aren't offered either, because callers can't see them. ## Add a page or a condition In the side panel, click **Page** or **Condition** under **Blocks** to add one beside the other cards and open it. You can also drag a block onto the map where you want it. A new page needs a button that leads to it before callers can reach it. Point a button's **Goes to** at it, or drag a button's circle onto it. ## Undo, redo, and cancel * Click **Undo** () or **Redo** (), or press **Ctrl+Z** and **Ctrl+Shift+Z** (**⌘Z** and **⌘⇧Z** on a Mac). Undo covers moving cards, **Tidy up**, connections, and every change to a page. While you are typing in a text box, these keys undo your typing instead. * Click **Cancel** to leave without saving. If you have unsaved changes, the builder asks before it discards them. ## Use the map with a keyboard * **Tab** moves through the cards and the circles on their buttons. * **Enter** or **Space** opens a card. On a circle, **Enter** lists the places its button can go. * The arrow keys move a card. * **Delete** or **Backspace** removes a card, after asking first. * **Escape** closes the button editor, then the open card. ## Switch to code Choose **Edit as code (advanced)** from the menu to see and edit the script as BCSS. Choose **Open in the builder** from the same menu to switch back. * Lines that start with `#` are comments. They are kept when you save from code, but lost once you change a page in the builder, because the builder then writes the script again from its pages. * A few scripts open in code because they use something the builder can't show. A blue box above the code lists the reasons. For the syntax, see the [BCSS reference](https://help.broadstripes.com/docs/admin-guides/call-center/creating-call-center-script.md). ## Next steps * [Add conditions to a call script](https://help.broadstripes.com/docs/admin-guides/call-center/add-conditions-to-a-call-script.md) to send each person a different way. * [Test and publish a call script](https://help.broadstripes.com/docs/admin-guides/call-center/test-and-publish-a-call-script.md) to check it and put it to work. * [Using call pools](https://help.broadstripes.com/docs/admin-guides/call-center/using-call-pools.md) to choose who gets called with it. 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