Templates and Scripts

Owned by Coreen Stalnaker
Last updated: Nov 06, 2024
3 min read

It is possible to prepare scripts for Users to utilize during calls to ensure a consistent call handling process. Scripts can be used for rebuttals or as alternatives when a customer rejects the offer. These scripts can be found at the top of each lead for Users to access when speaking with a customer. These Scripts can also be configured to pop up for each call by configuring the Vendor Source under the Automations tab. 

 

  1. From the Media menu select Templates

  1. Select the Green + to create a new Script or the Orange Copy icon to create a copy that can be edited but maintain the settings of the original

  1. There are several types of Scripts that can be created. 

    1. Script - long form scripts that an agent might read out loud to a client during a Sale or a pitch. 

    2. Rebuttal - meant as a resource to answer commonly asked questions or concerns and are generally much shorter form than Scripts

    3. Guide - general resource knowledge bases that an agent should have access too that they can study and review while waiting between call

    4. Mail - used in Emails throughout the system

    5. News - can be configured on a User Group to be shown on the "My Dashboard" for users that are part of that user group. Multiple news can be shown if a user is in multiple user groups with "News" set

    6. Content - used for general things like Privacy Policies, Opt Out Policies and other content that may be public facing

    7. Policy - specifically used for Privacy Policies and Terms of Service

    8. Ensign - TLD's Esignature module will create a form with the template layout and after signing will be stored as a PDF in the system with the clients signature

  2. Scripts can also be narrowed down by Role. 

    1. It is important to note, when Scripts are created by Role ONLY users assigned to that role will see the Scripts. 

    2. No one, not even Admins and Super Admins, will see the script if they don’t hold the correct role. 

  3. To start creating the Script, select the Green + next to the script type. 

  1. Name the script accordingly and begin creating your message. Note that there are several Autofill Fields available at the bottom of the page. These automatically fill in the information to allow quick utilization of the Script.

  1. When a Users receives a call any available Scripts, Rebuttals, and Surveys will all appear at the top of the screen under Scripts for easy access