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Understanding the Script Creation Process

Creating a campaign script involves setting up a series of decision points and responses that guide the conversation with your clients.

Example Flowchart for a 'Speed to Lead' Campaign of Voxia

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Steps to Create Your Script

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Initiate with the Intro Script

  • Inbound Calls: As a suggestion, you might begin your script with an introductory script node where you confirm the client’s identity by asking for their name and inquiring about their well-being. However, feel free to adjust this approach based on your specific needs.
  • Outbound Calls: As a suggestion, start by confirming the client’s identity and then proceed with the planned interaction. This is just a guideline, and you can tailor it as required.

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Branching the Conversation

  • After the initial engagement, introduce a question to guide the conversation. Based on the client’s response, you can expand the script:

    • Click the + button next to the current node.
    • Select Add Subflow to create a new branch.
    • In the new node, label it with a title that represents the client’s latest response which guides the agent to this node. Alternatively, you can simply give a title to this node based on its content.

Note: If no decision split is required, you can continue the script in the same node.

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Managing Subflows, Nodes and Steps

  • To modify your script effectively, you can move nodes, delete unnecessary subflows, or adjust branching logic.
  • Moving or Deleting Steps:
    • Position your cursor over the Subflow, click on the ••• icon to the right of the subflow name.

You can Move, Delete or Delete with subflows for each Step

  • To move a step, press move and select the step after which you will move it by clicking the + button.

Moving a Step will also move the subflows associated

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Customize Node Content

  • Customize the dialogue and the questions in each node according to the campaign goals. Refer to the Customize Steps page for more details.

Note: Each node must contain at least one step.

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Directing Flow Between Nodes

  • To lead the script from a subflow back to a specific node or to continue the script from a particular point:
    • Click the + button next to the node from which you want to continue.
    • Select Go to Block.
    • Choose the destination node. Optionally, you can set a title to specify if the script should lead to this node based on client’s latest response.

Note: You can add as many subflows as needed to accommodate various branches of the conversation.

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Generating Interest Criteria

After completing the script, click the Generate Interest Criteria section located within the Post-Call button at the top right corner. To define the conditions under which a call can be considered Interested.

Interest Criteria screen

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Post-Call Analysis

After completing the script, your Key Questions will be displayed in the post-call analysis section located within the Post-Call button at the top right corner. This section shows which step each key question is linked to and allows you to edit or delete them. Clicking the + Add button lets you define additional information to be collected during the call, which will appear in the call summary along with other key questions.

Post-Call Analysis screen

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Validating the Flow

  • Ensure all node links are correctly made to prevent any dead ends or loops in the conversation.
  • Preview and test the campaign. Conduct test calls to check the flow and make necessary adjustments.