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Call Script for smrtDialer Campaigns

How to add a call script your agents can follow when dialing smrtDialer campaigns

Ellen Sluder avatar
Written by Ellen Sluder
Updated over a week ago

A Call Script is a template you can set that will guide your smrtDialer agent during a call. It is flexible and can be simple talking points or a series of questions you want the agent to ask your leads to gather more information, or a combination of both.

The Call Script shows in the active call window, below the lead details.

Who Can Use a Call Script?

All smrtDialer users can have call script functionality within smrtDialer Campaign Settings. No matter which CRM you use, it is up to your smrtPhone Account Owner and Users with granted permissions who are building and designing the smrtDialer campaign to create the Call Script.

πŸ“œ All currently integrated CRMs have the guided option for call scripts, which can be created directly in the smrtDialer campaign settings.

How to Create a Call Script in smrtDialer

(Disclaimer: even if the video shows out the smrtDialer legacy, the Call Script functionality is the same.)

The Call Script guide functionality is customizable by the Account Owner/User with granted permission who is creating your smrtDialer Campaign. This feature allows you to create a suggested structure for your agents to follow and provide them with prompts when talking to contacts.

Steps to customize your Call Script:

1. Open Editor

While in the Campaign's Setting window, click on the tab labeled Call Script.

This will open an editor window that allows you to type your script and apply some basic formatting design.

🌐 Podio Users: if you are already using a Podio web form and want to switch, you must click on the Call Script hyperlink at the top of the tab window, next to the blue Lead fields button. Once you have enabled the Call Script Guide, it will disable your Podio Web form -- although the link will still remain and you may re-enable it at any time. You can read more information at the bottom of this article.

2. Format your script

To make the script easier for your agents to read and follow, we suggest you apply some basic design to make it easier for them to follow and glance through while actively talking with a client.

The options include (from left to right):

  • Header style - Title 1 (header), Title 2 (second header), etc.

  • Bold

  • Italic

  • Underline

  • Strikethrough

  • Font size - normal, large, XL, etc.

  • Font color

  • Numeric list

  • Bullet list

  • Pull quote

  • Table

  • Hyperlink - static

  • Image

  • Divider line

  • Indent in

  • Indent out

  • Alignment (left, center, right)

3. Add Lead Fields

To make it even easier for your agents to sound professional on the call, you can have lead fields dynamically inserted into your script.

  • Click on the blue Lead Fields button to expand the list of options. Scroll to see more options.

  • Select the field you'd like inserted into your script - this will automatically copy it to your clipboard

  • Navigate your cursor to where you want the field in the script, and paste the field into the script.

The Lead Field will appear as a dynamic merge tag - the name of the field surrounded by two percent signs. Example - First Name appears in the script as %first_name%.

4. Save Script

Once you have completed the script, press the green Save Script button at the bottom.

Create Template Option

You can save the script as a template that is saved to your smrtDialer account. Name your template and save it.

When you create your next campaign, you can use the gray Templates button to open a list of previously created call scripts. Select the one you want and it will populate the Call Script text box and you can make any desired edits to customize for the next campaign.

Also, if you don't want to keep your templates anymore, you can delete them. Select the bin corresponding to the one you no longer want among your templates.

How an Agent Sees the Call Script

The Call Script you create appears underneath the lead window in the smrtDialer campaign dialing screen. The formatting will appear as you created it and any lead fields will be dynamically populated with the proper information.

In the above example, we used Header Title 1 for the words <Introduction> and <Questions>, the Lead Field <first_name> to populate the lead name, and color to indicate what to do depending on the contact's responses.

How to Record Answers

When using the call script guide, all answers and responses must be typed into the Call Notes section in the upper right before a call is finalized. These notes then sync to your CRM.

All responses must be captured in the Call Notes field and saved by your agent when finalizing the call.

How to Set your Call Script in a smrtDialer Campaign

Now that you've created your call script, you need to add it to a smrtDialer campaign.

To set a Call Script for a campaign, go to smrtDialer > Campaigns > Select the campaign that you wish to customize, and then select Campaign Settings.

In Campaign Settings, there are three tabs: Call Engine, Call Script, and Permissions.

Select the customized Call Script, and just use your own script.

Depending on your campaigns, different Call Scripts will appear during the call, under all your lead's details. It will include all of the fields you previously set.

Now, your agent can scroll through and complete the form while on the call - or they can pause dialing and complete the form before finalizing the call.

You can create as many call scripts as you need, generating a different web form URL each time to match your various campaigns.

It's extremely important to train your agents to submit the call script form BEFORE finalizing the call.

A hot tip is to duplicate an existing Call Script and modify it, rather than always starting from the smrtDialer basic template.

🌐 Podio Users

Podio is the only exception at this moment that can create a webform inside their CRM. So, you have 2 options of creating a call script:

  1. Call Script Guide - Responses must be typed into the Call Notes box and saved when the call. This can be created directly in the smrtDialer campaign settings. You can see all the needed information above.

  2. Podio Webform - Responses can be entered directly into fields within your Podio CRM by submitting the form once complete. This must be created first in your Podio and then linked to your smrtDialer Campaign.

In Campaign Settings, there are four tabs: Call Engine, Podio Mapping, Call Script, and Permissions.

In Call Script you have the option to insert a Podio Webform URL. You can also enable or disable it, as needed.

Go back to your Podio Web Form page, copy the URL, paste it into the Call Script field, and press save.

There are two steps to creating a call script web form:

  1. Create the Call Script in Podio

  2. Add the Call Script in your smrtDialer Campaign

After these steps, use the Call Script in smrtDialer Campaigns as previously explained.

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