Test and publish a call script

Before callers use a script, the script builder helps you check it three ways: a checklist of what the script still needs, a preview of each page as the caller sees it, and a practice call from start to finish. When the script is ready, you publish it. This page assumes you know how to build a call script.

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Follow the checklist

The Your script checklist in the side panel says what the whole script still needs. The number next to the heading counts the lines that are done.

• The caller has an opening line
• The person can answer in at least two ways
• Every answer leads somewhere
• Every page has words
• The call can end
• Every condition is finished (shown when the script has a condition)
• You tried one whole call

Click Go there next to an unchecked line to open the first card that needs work, or Try it to start a practice call. When every line but the last is checked and nothing else stops the script from publishing, the checklist says the script is ready to publish. The amber Unfinished flag on a card names the first problem on that card, such as “No words yet.”

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Preview a page

Open a card and click the Preview tab to see the page the way the caller sees it. The details of a sample person, Maria Alvarez, fill in the chips. The caller’s buttons are shown but locked. The call header at the top shows the custom fields that have Display in Call Center turned on, and names the first call pool that uses the script. If the page has a Show only when section, Preview shows both versions of its words. Click the Edit tab to go back to the form.

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Try the call

Try the call walks through the whole script as a caller would, with Maria on the line. Nothing is saved.

1. Click Try the call at the top of the builder.
2. Read the words and click the button for what Maria says. The call moves to the next page, and The way here shows the buttons and pages you have been through.
3. Fill in any fields on the page. As on a real call, you can’t go on while a required field is empty.
4. Keep going until the call ends. The dialog says which outcome the call would be saved with, and whether Maria is done for this script.
5. Click Start over to try another path, or Close to return to the builder.

Finishing a call checks You tried one whole call on the checklist. The check clears again when you change the script. Conditions and Show only when sections go the way Maria’s details send them. When the builder can’t tell which way a check goes for her, because the check was written in code, the call stops and asks you to choose.

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Save a draft or publish

The line under the script’s name tells you what saving does for this script.

• Save draft saves the script turned off, so no one calls with it yet. You can save a draft that isn’t finished.
• Publish checks the script, saves it, and turns it on.

After saving, you return to the Scripts grid. A script that is turned on shows only Publish, because a draft would turn it off.

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Fix what stops publishing

When something stops the script from publishing, the Publish button counts it, such as Publish (1 to fix). Click it to open the Before you publish list.

• Each problem names its page or condition. Click Go there to open that card.
• Also worth knowing lists warnings that don’t stop publishing, such as a page nothing leads to.

If no button in the script records a completed outcome, people called with it can be called again and again. Publish stops once to warn you. Click Publish again to publish the script as it is. See Call outcomes and tracking.

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Print a map of the script

The Printable map draws the whole script as a chart you can print and share.

1. Choose Printable map from the menu at the top of the builder. On the Scripts grid, choose it from the menu in the script’s Name column.
2. The map opens in its own window. Click Print to print it.

• The key explains the colored bands at the top of each card: Start, Ends the call, Dead end, and Condition.
• A solid green line is a button whose outcome is completed. A dashed orange line is a button whose outcome calls the person again. A thin gray line is a button with no outcome, or one of a condition’s paths.
• The map prints on US Letter paper turned sideways. A large script is split across numbered sheets, and each sheet says which page continues it.

The script must pass its checks before the map can open. If it doesn’t, the list of problems opens instead.

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Next steps

• Using call pools to choose who gets called with your script.