How to Create a basic Call Script

Using a Call Script allows Callers to have a conversation that is as smooth and efficient as possible. Use different scripts to adapt to various discussions and ensure you are prepared for any potential challenge. This article will guide you on creating a Call Script and creating SubScripts to allow Callers to select responses and have a pre-written script based on how the conversation goes with the Contact. Before you begin, please refer to our Character Limits article to ensure you do not surpass each section's character limit.

Jump to a specific area of this article by selecting one of the sections here:

 

Step 1 - Create a Call Script

  1. Log in to VanillaSoft as an Admin.
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  2. Select the desired Project.
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  3. Open the Field Customization menu, then the Call Scripts submenu, and select the Call Scripts section.
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  4. Type the desired name of the script in the New Call Script field and click Add.
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    • If you have existing Call Scripts already, you'll need to click New Call Script first.
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Your Call Script is now created, and you may proceed to create the desired SubScripts. 

 

Step 2 - Create SubScripts

  1. Enter the name of the SubScript in the SubScripts field and click Add.
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  2. Type your desired script in the SubScript Text box.
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    • Each SubScript has a 20,000 character limit.
  3. If desired, use Contact Variables to personalize your script.
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  4. Repeat this process for all other desired SubScripts.
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  5. Use the Up and Down arrows to arrange your SubScripts if needed.
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Once you create all of your SubScripts, you can link them together by the SubScript Responses. 

 

Step 3 - Configure SubScript Responses

  1. Highlight the desired SubScript where you would like the script to begin.
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  2. Type the desired response in the Response field.
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    • The response text will be the label of the button.
  3. Open the Target SubScript drop-down and select which SubScript you would like the Response to navigate to. 
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  4. Click the add symbol to the left of the Response text. 
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  5. Repeat these steps for all desired Responses within each desired SubScript.
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Step 4 - Assign Call Script to a Team or Lead Status

  1. Select the Assign Scripts To Teams Or Lead Status section from the left-hand pane.
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  2. In the Scripts are shown to Callers based on section, select either User's Team or Contact's Lead Status as desired. 
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  3. Open the Assigned Script drop-down beside the Team Name or Lead Status you want to assign the script to and select the desired Call Script.
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  4. Repeat these steps for all other Team Name or Lead Status drop-downs as desired. 
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  5. Once done, click Save.
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Your Call Script is now available to Callers and ready to use. If you do not see the Call Script tab from the Caller side, you may need to follow the steps listed in our How to Set up Panel Layout for Contact Page article. 

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