A Script is a description of steps or internal procedures that 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 ticket category they are assigned to. In case there is a Script assigned to this ticket’s particular category, it will show just below the category dropdown list.
To read the process script on how to handle a ticket of a specific category, clicking on the Script name will open the list of instructions right underneath it.
This is the list of steps which you should take to handle this type of request, besides the actual reply to the customer.