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Script Overview

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The Script feature is a tool that enables you to build dynamic scripts to guide an agent through a variety of customer interactions (for example, onboarding, processing accounts, submitting surveys, diagnosing issues, and fulfilling orders). The tool functions as a set of navigation screens for an agent to traverse. 

Based on your knowledge of your business workflows and the tasks that your agents need to complete while on a call, you can create scripts that can range from simple step-by-step guides to more complex scenarios involving conditional logic. You can make API calls to external web-enabled platforms and also trigger automated actions at certain points within your script. The information gathered through scripts is recorded and saved in the Contact Manager for analysis.

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Related Articles

  • Enabling the Script Feature on the Designer Desktop
  • Modifying a Script
  • Creating a Script
LiveVox Fall 2023 Release

About SmartReach

SmartReach a next-generation contact center platform that powers more than 14 billion interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation.



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