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Call Scripts

A call script is the form and the calling list for campaign records β€” the rows an outbound campaign works through. It defines the fields agents fill in during the call and can split its records into databases (batches) that you switch on and off. Every campaign queue (preview, progressive, predictive and robocaller) needs one; inbound and outbound call queues and Web Click-to-Call queues can use one too.

Call scripts are not CRM Record Types, and their databases are not CRM databases β€” see How Customer Data Works. To run a campaign end to end, follow Set Up Campaigns.

Go to Settings β†’ Call Scripts to set up your call scripts.

Custom Call Scripts

The same list also holds Custom Call Scripts (Add new custom) β€” forms for custom activities distributed in custom queues.

Create a New Call Script/Edit Call Script

Field Description
Title Enter the name of the call script.
Description Enter description.
Queue Select the primary queue the call script will be associated with. Robocaller and Web Click-to-Call queues can have only one call script. An inbound or outbound call queue can be selected only if it has the record form enabled (see Use Your Call Script in a Queue).
Autofocused tab Select which tab will be autofocused when you open the record.

Set up Your Form Field Layout – Call Script

To set up a form for your record, click Change in the Form column. The Call script form will open.

The form builder and custom fields work the same across Daktela β€” see Custom Fields & Forms for the complete guide: layout, default values, field types and option editing.

Info

Call scripts have their own set of custom fields, separate from the one shared by Tickets and CRM. The fields work the same way β€” they are just stored separately.

Set up Relations

Click the Relation that you want to set up in the Relations column and follow the instructions below.

Databases

You can use databases to group your campaign records. Click Databases in the Relations column. Click Add new to create a new database. The table displays the number of Free, Rescheduled and Total records in it. Use the toggle switch to Activate or Deactivate the database. When deactivated, campaign queues will stop dialling the records contained in the database. If you select Mix records from multiple databases in your queue settings, records will be loaded from all databases using the ratio you set up. Records that are not in a database have a Priority of 5 and a Mixing ratio of 5. You can set up Priority and Mixing ratio when creating a new database or by clicking Edit.

Warning

Records that have already been called and have a Next call time set will be called at that time regardless of whether the database is active or not.

Tip

Databases are only visible for certain queue types:

  • Preview campaign (manual).
  • Progressive campaign.
  • Predictive campaign (dialler).

The call script must be assigned to the correct queue type.

Tabs

Check the tabs with an embedded URL that will be displayed in the detail of campaign records that use this call script, next to the Activities tab. The Autofocused tab setting decides which tab opens first. You can add a new tab or manage your tabs here, or you can go to Settings β†’ Workflows β†’ Tabs to manage your tabs. Click Save.

Use Your Call Script in a Queue

Go to Settings β†’ Routings β†’ Queues and open the queue with which you want the form to be used. In inbound and outbound call queues, enable the record form under Use record form in the Forms section of the queue details, then save your queue. Campaign queues use a record form without this setting. In the Queue list, click Form in the Relations column of your queue, then select the record form you wish to use with this queue. If you select multiple forms, they will automatically be rotated. Save your record form selections. In the Queue list, click Widget scheme settings in the Actions column of your queue, then add the Record form widget to the widget scheme. Save your widget scheme. On campaign queues, the Record form tab is placed first automatically β€” see Set Up Campaigns. Your record form is now set up and agents will be able to use it to create records.

Records, Call Scripts, Forms, Databases, Queues – How Are They Linked?

This example demonstrates the process of setting up and calling a Progressive Campaign.

Tip

The setup of all campaign types is the same until the record reaches the Campaign queue.

Diagram of how call scripts, forms, databases, campaign records and campaign queues are linked in a progressive campaign

Administrator

The Administrator sets up the whole campaign "infrastructure" in Daktela by creating the following:

  1. A Call Script. A call script contains one or more forms that contain fields for entering information. It can contain databases used to segment records in the call script.
  2. A campaign queue β€” see Set Up Campaigns. The queue is paired with the call script and is used to call records contained in it.

Team Leader

The Team Leader uses the infrastructure set up by the Administrator to get the campaign ready for being called. The Team Leader takes the following steps:

  1. Creates records with the call script. They fill out a phone number in the corresponding form field. Depending on the objective of the campaign, they may also fill out other fields. This is usually done using a bulk import, or by exporting CRM contacts to records.
  2. Activates and deactivates call script databases and campaign queues (see Queue Basics – Enable/Disable Queues) to manage when each set of records is called.
  3. After the records are called, they evaluate the campaign.

Agent

The Agent calls the records that the Team Leader has set up for them. The Agent takes the following steps:

  1. Logs in to a campaign queue and dials a call to a customer.
  2. If the customer is reached, the Agent fills out the form (that the Administrator set up in the call script) and saves the record. The Record's action is set to Done and it will not be called again.
  3. If the customer is not reached, the record is rescheduled for later or, if Max. repeat attempts has been reached, its action is set to Done and it will not be called again – see How do different campaigns work? for an in-depth description.

Warning

The roles above are a typical example. Each contact centre may have its roles and responsibilities set up differently but the underlying process stays the same.