Program Script Lines

You can give script lines different characteristics by adding HTML code or using UI controls.

Create a hyperlink script line A line of script that an agent can send to a customer during a chat session..

You can use regular text and HTML code to add a clickable word or phrase that takes the customer to a new browser page. In this case, double-click on the script line you want to program and enter your code there.

Example: Please visit <a href="http://www.BestBrands.com/phones" target="_new"><u>www.BestBrands.com/phones</u></a> to view our latest devices.

The example code displays to the customer as www.BestBrands.com/phones.

Normal text is black
HTML code is red
Text that displays as a hyperlink in the chat window is blue.

Note: The script line attribute must be set to Text for a hyperlink script line.

Create a forced edit script A script line that requires an agent to fill in a blank before the script can be sent to a customer in a chat session. line.

You can use regular text and HTML code to create a script that requires the agent to fill in a blank before the message can be sent. In this case, double-click on the script line you want to program and enter your code there.

Example: Thank you for visiting Best Brands! I would be happy to provide you with information regarding {{**INSERT SPECIFIC CONCERN||200**}}.

Note: The script line attribute must be set to Text for a forced edit script.

Suppress a script line.

You can prevent a script line from being sent to a certain type of device. If an agent tries to transfer the script line to a selected device type, the script will not be sent.

Double-click on a script line to display the controls.
Check the boxes to indicate which devices will not receive the selected script.

Add a hot key code to a script line.

You can set a hot key code so an agent can send the selected script line by pressing CTRL on the Agent Interface and entering the 3 digit code.

Double-click on a script line to display the controls.
Enter a 3 digit code.

Add a keyword to a script line.

You can add one or more keywords to the selected script line. This allows an agent to locate the script line by searching for the keyword in the Agent Interface.