<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What are Call Scripts?</strong></p><p><strong>- Creating a Call Script</strong></p><p><strong>- Question Types</strong></p><p><strong>- Choosing and Following a Call Script</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1817" target="_blank" rel="noopener noreferrer"><strong>Call Scripts</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/959" target="_blank" rel="noopener noreferrer"><strong>Call Management</strong></a></li></ul><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">What are Call Scripts?</span></strong></p><p data-pasted="true">Call scripts are a series of questions used to guide agents through a dialogue when on call with a user. These questions can also update fields on the ticket created or updated from the call.</p><p><br></p><p><strong><em>Note: Call scripts cannot be accessed by co-managed agents.</em></strong></p><p><br></p><p>In Configuration > Call Management, ensure the module is enabled. Hover over it, and click the "+" icon.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlZDc4ZWRkLWZiMWYtNDNjNC05OTQ1LTEwYzhmZjlhOTZkZSJ9.mZ02och-OgoexNmTl0VvVWzGXRlGG0p9sa2g8_rKaO4" class="fr-fic fr-fil fr-dib" width="199" height="143"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the call scripts module.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating a Call Script</span></strong></p><p>Opening the module will show a list of any existing call scripts, and the option to create a new one.</p><p><br></p><p>Each call script will have a name, and some optional notes to describe it. The name will be what shows to agents throughout the system, so ensure it is called something descriptive for the purpose. </p><p><br></p><p>There will then be a table to add the list of questions to the script. A combination of various question types can be used.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5ZjM5OTA5LWE5NGQtNDI2Mi1hNzMyLTIyYTkzMTBhYTNhZCJ9.5y0es4V1jfNgWHHXZz7QG61NQOa916o5isU3u3vE4hY" class="fr-fic fr-fil fr-dib" width="1211" style="width: 1213px; height: 461.873px;" height="462"></p><p><strong><span style="font-size: 10pt;">Fig 2. Call script example.</span></strong></p><p><br></p><p>When adding a question to the table, the following popup will show.</p><p><br></p><ul><li data-pasted="true"><strong>Sequence: </strong>The order in which the questions appear in the list. This is ordered low to high.</li><li><strong>Question Type:</strong> This determines the style and layout of the question being asked by the agent.</li><li><strong>Question: </strong>Input the question that the agent is to ask the user at this point in the script.</li><li><strong>Input Type: </strong>You can choose what the input is for the agent, so it can be a single line of text, a larger memo of text, or it could be a field input if "Populate a field" is chosen as the question type.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxNzVkMjdmLTgzZTQtNDk0OC1iYWQyLTRiZjZjZGM5MTliZCJ9.3JbjKPFC3YhuZHwhwn--cbg_OFnj7-TpjACvqDZeHos" class="fr-fic fr-fil fr-dib" width="708" height="764"></p><p><strong><span style="font-size: 10pt;">Fig 3. Adding a question to a call script.</span></strong></p><p><br></p><p>The final option is to choose the question that will follow this one. If "Next Question" is selected, the sequence of the questions will be followed. Alternatively, you can finish the script or choose a specific other question from the table to follow.</p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyZTIwM2FjLWEyMWUtNDQ3OS05MjJmLTJjOGI5ODY0OWU2YyJ9.KbcYj5kknG3lB_fSOdTKELBjuXEgaCOEtalqTEOMOqA" class="fr-fic fr-fil fr-dib" width="639" height="195"></strong><strong><span style="font-size: 10pt;">Fig 4. Choosing which question shows next.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Question Types</span></strong></p><p>When adding questions, a list of various question types are available to use.</p><p><br></p><p><strong><span style="font-size: 12pt;">Enter a Value</span></strong></p><p>This question type allows the agent to enter some text. The input here can be a single line or a memo field.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyM2Q1MDNjLWQwNWMtNDE2Yi1iYmMyLTI2OTE0M2JjMTJlNiJ9.HxvfztxYBQVotaqGi4Wb0y0MK4oMb9Kb_pqnWrQOQQs" class="fr-fic fr-fil fr-dib" width="714" height="254"></p><p><strong><span style="font-size: 10pt;">Fig 5. Enter a Value question example.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Make a Choice</span></strong></p><p>This question type allows the agent to make a single-selection choice, which can show as either a dropdown or as radio buttons. </p><p><br></p><p>The choice between each option can also be used to direct to a different next question.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5ZDJjNmYzLWZhYzgtNDg5Mi1hNmNkLTgwMmQ3YTU4YWZkMiJ9.uP28Y634uULQCzb-FxlUFkrsHSyfNV8zO-6TRCWDNPA" class="fr-fic fr-fil fr-dib" width="710" height="315"></p><p><strong><span style="font-size: 10pt;">Fig 6. Make a Choice dropdown question example.</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkNDI3ZjI1LWRlZmUtNDQzMi1hZjU5LTgyMzI3ZTA1YTY0NiJ9.UiFqXGBbxWNLqpzuOe5sTv0wKZ8zKA28gCnqPa0QuKs" class="fr-fic fr-fil fr-dib" width="709" height="266"></p><p><strong><span style="font-size: 10pt;">Fig 7. Make a Choice radio button question example.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Show a Message</span></strong></p><p>This question type shows the agent a specified read-only message, so there is no input option.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxNGEzNmMyLTJhYWItNDUyYi1iZDU0LWE2OWUzZjhiZjMwMSJ9.J_xDhiedwiDiOPKsZKVwONzNFIDi64eB3p775m_G4Ko" class="fr-fic fr-fil fr-dib" width="714" height="202"></p><p><strong><span style="font-size: 10pt;">Fig 8. Show a Message question example.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Populate a Field</span></strong></p><p>This question type allows a field on the ticket linked to the call to be completed. The input option here will depend on the type of field selected, but the example below sets a ticket category. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4YTQyOTc0LTcyMWQtNGI2NS04MjdkLTQ3NmU4YjU3ZDY0NiJ9.dtzOkFm4FuVRpt4JaIjMuS0LVTjmwhTofLuqJk1Ae0I" class="fr-fic fr-fil fr-dib" width="713" height="356"></p><p><strong><span style="font-size: 10pt;">Fig 9. Populate a Field question example.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Show Fields for Identity Verification</span></strong></p><p>This question type shows key fields about the user selected from the call screen, that agents can ask for to ensure they are speaking with the specified user. The fields are read-only, so there is no input option. Multiple fields can be selected here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1M2M5NTkxLWZlNzgtNGU0Ni04NDZkLWQ4YjY0MWEzY2Y4NSJ9.UX-SbrfJKp92wffpZmPFk3-stuVEoXNrEaCrcvW_EhQ" class="fr-fic fr-fil fr-dib" width="705" height="265"></p><p><strong><span style="font-size: 10pt;">Fig 10. Show Fields for Identity Verification question example with a matched user.</span></strong></p><p><br></p><p>If no user is matched on the call screen, the following message will show in place of the fields. Agents should ensure the user is matched on the call screen before running the call script.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJjYjY5MzU5LWE0YjUtNDE0NS1hMWIyLWQwYWJmNDFlZTc5MCJ9.hTiDFmPUJkE-h3184wPb02lhATOZbl1Q9wigHIGrHyc" class="fr-fic fr-fil fr-dib" width="709" height="238"></p><p><strong><span style="font-size: 10pt;">Fig 11. Show Fields for Identity Verification question example with no matched user.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Choosing and Following a Call Script</span></strong></p><p>In Configuration > Call Management > General Settings, you can select a call script to run when the call screen is opened.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVjNTFhNDhiLWJmMmEtNDNiNC1iMzM2LTAxNWY3NTkxYTVmMiJ9.NbpLu9oq_dW9IHtqgcvMZ0FaovkQNno-2lyLhHIQ26s" class="fr-fic fr-fil fr-dib" width="726" height="190"></p><p><strong><span style="font-size: 10pt;">Fig 12. Setting a call script to run.</span></strong></p><p><br></p><p>If set to "None", call scripts can be started manually via the headset icon on the call screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4MTNlYTM1LWEwYjktNGQ2Ni1iMDJkLTEwZDIwNzI0YjMyZSJ9.2L5KrUCGgUcq4WcC8v08zuzLpeu0xoUlkMeN7DxcNew" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 591.189px;" height="591"></p><p><strong><span style="font-size: 10pt;">Fig 13. Call script button on the call screen.</span></strong></p><p><br></p><p>This will then bring up a popup to select which call script to run. This same popup will also show automatically if "Ask Each Time" is selected in <strong>Fig 12</strong>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1ZWU4ZTkxLWQxZGQtNGM1Mi1hY2RlLTQ3ZDIzOWVlYmE5YiJ9.b_aHKlWk1_JxhCoFogHgwjsSAm_MNdda60U28PMpnlY" class="fr-fic fr-fil fr-dib" width="710" height="249"></p><p><strong><span style="font-size: 10pt;">Fig 14. Choosing a call script.</span></strong></p><p><br></p><p>A specific call script can also be run automatically if a call is matched to a certain customer. This is set per customer in the "Settings" tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwNjJkZGNmLTI5NGEtNGE5NC05NjI5LTJkMzExYTgxODU1OSJ9.9hfjRBKvw2TN3c4_dEnBm6dE5mR54dnWtvVsO728hrI" class="fr-fic fr-fil fr-dib" style="width: 1120px; height: 639.341px;" width="1118" height="639"></p><p><strong><span style="font-size: 10pt;">Fig 15. Customer specific call script to run.</span></strong></p><p><br></p><p>Alternatively, a call script can be run directly from an action on a ticket. This will not open the call screen, and will run the script as a popup over the ticket instead.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3Mjg2NzVlLWQ0NmMtNDEzOS04ODY4LTI4ZDU2ZjZiOWJiOSJ9.6oFW0IALH9eV5c-0ffCDXyVKCf0lRdHb1QxpHecZajA" class="fr-fic fr-fil fr-dib" width="366" height="185"></p><p><strong><span style="font-size: 10pt;">Fig 16. Run call script from an action.</span></strong></p><p><br></p><p>When a call script is ran and completed, the details will be added to an action on the ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiM2VkZmEwLWZmZTEtNDEyZS1iMzI2LWRlNjEyMTFiZmQzOCJ9.d-viFIltZOFFs5q7ALQ9soVG8Yi5VyMy8VeWhZdr8DY" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 592.981px;" height="593"></p><p><strong><span style="font-size: 10pt;">Fig 17. Call script added to a ticket.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Prevent a Ticket being Resolved until a Call Script is completed</span></strong></p><p>You can prevent agents being able to resolve the ticket on the new call screen until they have completed a call script. Useful for ensuring a call a call script is used and no tickets are closed off without any/minimal notes. </p><p><br></p><p>To do this head to Configuration > Call Management > enable "On call screen, disable resolution of Ticket until call script has been used".</p><p><br></p><p>When enabled, the "Resolved" button on the new call screen will not appear if a call script has not been completed. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdjMGY5NDljLTE4MWEtNDkyOS1iMDQ2LTk5MmY5Nzc3NTMxNiJ9.U_tEg-0zCos27CwFtGukmD7BWGGc4fdqzY0cI9Lu29Q" class="fr-fic fr-fil fr-dib" width="388" style="width: 390px; height: 713.758px;" height="714"></p><p><strong><span style="font-size: 10pt;">Fig 18. Resolved button not visible</span></strong></p><p><br></p><p>Once a script has been completed, the button will appear and the ticket can be closed upon logging. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlYzZhMmE3LWZmZTEtNGI4MS1hNmNhLTU5YmE0ZmQwMTllMCJ9.NnaHABjp2fC3WridT_fZtueJyTWbZmZn4eXJCGMVGPY" class="fr-fic fr-fil fr-dib" width="318" style="width: 320px; height: 665.185px;" height="665"></p><p><strong><span style="font-size: 10pt;">Fig 19. Resolved button visible after call script complete </span></strong></p>
