A Script is a description of steps or internal procedures which should be followed when dealing with a particular customer request. For example, a Script can detail the actions which an agent should perform before processing a refund to a customer. Scripts show directly within the Cleverly Widget, according to the card they are assigned to.
Scripts will help you onboard new agents by providing them guidelines right from the interface where they are replying to customers. They can also save time for seasoned agents who would otherwise have to look up the information elsewhere.
New Scripts can be created from the Knowledge section of the Cleverly Dashboard. On this page, you can find the blue “Create reply” button on the top right of the table showing the existing scripts. Clicking this button and then selecting "Script" will prompt the Script creation page.
To do so follow the steps:
- Log in to your Cleverly Dashboard;
- Click on “Knowledge” on the left menu of your Cleverly Dashboard;
- Click on “Create reply” and select “Script”.
Once inside the new Script page, you can fill in the following fields:
- Title: the name of the Script;
- Text: content of the Script, which is shown to the agent on the Cleverly Widget.
For the Script Text, you can use full-text paragraphs, although bullet points might help agents get a faster understanding of the process to be followed.
The text can also include hyperlinks which lead to external pages such as Knowledge Base articles or back-office applications. To insert a hyperlink, you need to use Markdown formatting. This very easy formatting scheme will let you create a hyperlink by adding square brackets around the text and round brackets around the URL right in front of it.
E.g.: Log in to the [backoffice application](https://app.cleverly.ai)
You can save the script as a draft (“Save as draft”) for a further review before publishing.
Once you are done writing the content of the script, you can make it available by clicking "Publish". However, the script will only show if there is an assignment to a card. This happens because, contrary to Macros, there is no search bar for scripts inside the Cleverly Widget.
You should visit the "Cards" section to assign this Script to a specific category of customer requests. It will then show on the Cleverly Widget when a request for that category comes up.