Working with the script

How to create a script

Option 1 - Use a script template

  1. Go to your account and click the "Import script from file" button.
  2. You will be offered two options - to download a script in the format of the Sales Script Prompter service or from other formats. If your script differs from the format in which scripts are saved in Sales Script Prompter, you will be offered to transfer scripts (this service is paid). If your script is saved in ScriptDesigner format, you will be prompted to select it on the computer where it is saved or drag it with the mouse to the script import window area.

  3. After you choose a script to import and click the "Start" button, the tree of the loaded script will open. Each script consists of nodes, which are connected to each other by links. The node includes the phrase that the manager says (top blue part of the node) and the customer response options (light blue lines below the manager's phrase). Each customer response option is associated with the manager's phrase (another node or script). To make the script larger, twist the mouse wheel. You can create and edit nodes, answers, groups of answers, rename the script by clicking on the field with the script name in the upper right corner. To exit script editing mode, click the tube icon in the upper left corner.
  4. The control panel in your personal account displays a list of scripts. To the right of the script name there are buttons to control the script you need, when you put your mouse over the button you will see a tooltip, which allows you to understand what action you can perform with the script by clicking on this or that button.
    Press the handset button to start the call mode.
    To continue editing the script, click the pencil button.
    Unnecessary scripts are moved to the archive (folder button).
    You can also copy, export the script, set up access to it for employees.

Option 2 - Create your own script from scratch.

  1. Go to your account and click on "Create Script" in the upper left corner.
  2. This opens an empty script window that you can work with, creating nodes, answers, and groups of answers. You can rename the script by clicking on the field with the script name in the upper right corner. To exit the script editing mode, click on the tube icon in the upper left corner.
  3. On the control panel in your personal account you will see a list of scripts. To the right of the script name there are buttons to control the script you need, when you put your mouse over the button you will see a tooltip, which allows you to understand what action you can perform with the script by clicking on this or that button.
    Press the handset button to start the call mode.
    To continue editing the script, click the pencil button.
    Unnecessary scripts are moved to the archive (folder button).
    You can also copy, export the script, set up access to it for employees.

How to edit a script

  1. Go to your account, select the script you want to edit and click the pencil button. You will enter script editing mode
  2. It is possible to create a new node:
    - by clicking on the "New Node" button,
    - by double-clicking on an empty workspace in the script editor,
    - by grabbing the "New Node" button with your mouse and dragging it into the script workspace to where you want the node.
  3. To minimize the risks of reducing the editor's performance on low-power computers, on volumetric scripts a mechanism is used to automatically disable the exposure of connections between nodes. That is, at the stage of creating the hundredth node, at You, the arrows will disappear. If they are more important to you than quick work in the editor, you can turn them on again in the «Editor settings» by clicking on the gear in the lower right corner and then removing the check mark from the «Enable fast script loading» checkbox. Similarly, at earlier stages of script creation, if you want to speed up the editor's work, you can use this checkbox to remove the exposure of connections.
  4. The node window opens, in which you should write the purpose of the call and the first operator phrase (if it is the first node in the script) or the operator phrase (according to the logic of the script). If this is the first node in this script, after clicking the "Save" button, you will be prompted to mark this node as the first one to call. You can always change the starting node for the call by selecting another node in the lower left corner of the editor. The node with the manager's phrase is created.

  5. You can add a customer response in two ways:
    - By clicking the (+) "Add client`s answer" button in the editor itself, under the operator's text in the node you are interested in.
    - By clicking the (+) "Add client`s answer" button in the editor itself, under the operator's text in the node you are interested in.

    In the modal window that opens, you need to fill in the text field with the client's answer, and select from the list the node or other script to which the client's answer will lead. After clicking the "Save" button, this answer will appear in the script editor and connect two nodes with a red arrow.

    You can not specify the target node/script when creating the response (for example, if you haven't yet created the node to which the answer should lead), but do it using the editor. To do this, click on the center of the client response line and pull the red line to the desired node until the blue part turns green. This means that the connection between the nodes is established.
  6. It is possible to remove the link between the answer and the node:
    - by entering Response Editor mode (the pencil icon to the right of the text in the editor);

    - in the script editor itself by clicking the black cross that links the answer to the node.
  7. Response groups are intended for scripting those responses that can be heard during different stages of a conversation (configurable to be shown in several (all) nodes) and are created by dragging the "New Group" caption into the editor field. In the edit window of the group you can set its name. Answers are added to the group by pressing the "Add client answer" button. If the "Use in all nodes" checkbox is active, this group of responses will be bound to all nodes of the script.


    You can link a group of answers to a node by opening the node for editing and selecting the desired answer group for it. Then click the "Save" button.

    You can delete a group binding from a node by pressing the "Backspace" or "Delete" key.
  8. How to mark a node to end a conversation: open the node for editing and to the left of the "Save" button click one of the two checkboxes:
    - "Reaching this node is an aim" is the ideal situation when an operator achieves a goal, such as making an appointment with a manager to meet a customer or sending a commercial proposal.
    - "A phone call can be finished at this node a normal way" - in this situation there is no goal achievement, but the result is perceived in a regular way (for example, there was a call to new customers, it turned out that you already work with this company).

  9. To see the script in action, click the "Test call" button. In the window that opens, click on the "Start call" button. You will see the script in the form in which operators / sales managers will work with it. Click on the customer response options and move on to the next phrases. At the end, click "Complete."

  10. The "Call completed" window will be displayed. The results of the call will be displayed here - whether the script worked successfully or broke, whether it reached its goal or not, as well as a field for possible operator's comments.

How to insert fields into the script

  1. Go to your account, select the script you want to edit and click the pencil button. You will enter script editing mode.
  2. Open for editing the node where you want to insert the field. Place the cursor on the place where you want to add the field (don't forget the spaces to visually separate it from the rest of the text), and click the Insert Fields button in the Node Editor.
  3. A modal window opens with a list of custom fields. You can insert the node by clicking on the desired field.
  4. The field has been added to the node, it will be displayed in the call mode and will be available for filling with the data received by the operator from the client. Don't forget to save the changes made to the node.

Script and call editor settings

  1. Go to the editor mode of the script you want. The main settings of the editor and call mode are in the lower right corner. Let's take a closer look at the main settings: Editor mode, call mode, and publishing settings.
  2. Clicking the cog icon takes you to the Editor Settings menu, where you can set various parameters that will apply to one or all scripts: arrow style, maximum node text height, enabling fast page loading, allowing you to disable drawing arrow links on large scripts in edit mode, which makes the editor load faster. If you activate the "Use by default" checkbox, these settings will apply to all scripts in which you haven't changed any of these characteristics.
  3. When you click on the icon of the person with the earpiece, you are taken to the menu for editing the call mode settings.
    Here you can change the font size of the node displayed in call mode, the type, style and location of the answers linked to this node and the typical answer groups, set an instructive operator inscription on the start screen before the start of the call. Different groups of calls can be fine-tuned (groups with opposite answer values can be placed on different sides of the node text in the call). In the "Advanced" tab, you can change the order of the answer groups in the call by dragging them with your mouse.
  4. If you have enabled the option to manually publish scripts in your personal account settings, you will have access to the "New Publication" script publication mode - the last icon in the bottom right corner of the script editor.
    Enabling the "Publish scripts manually" option allows the supervisor or planner to edit the script and the operators to call the last worked out and saved version of the script without inconsistencies and lost connections between different nodes and responses. After the supervisor publishes the script, a new, modified version of the script becomes available to the operators.

Creating and Importing Custom Fields

How to create fields

  1. Custom fields are designed to work efficiently with the script and save data about the client with whom the operator was talking. When you create an account, 5 fields will be automatically created for you, which you can insert in the necessary nodes of your script. To add one or more fields, you need to go to your account and go to Menu -> Fields.
  2. To create a new field, click the "Create" button.
  3. A modal window will open in which you will need to fill in:
    - "Field name" - a short meaningful name of the field, which is displayed in the script node.
    - "Code" - Latin letters translation of the field name - a unique identifier of the field in your account.
    - "Type of field" - the type in which the added field should be displayed: string, number, checkbox (yes/no, for example), list (selection one of the options), multilist (selection one or more options from possible), date, time, date and time, textarea.
  4. If you selected the "List" or "Multilist" field type, you will need to fill in the options that the operator will work with during the call. The easiest option is to put them separated by commas.
  5. When you have finished entering data about the new field, click the "Create" button. The new field will be created and appear at the top of the list of fields.

How to import fields from CRM

  1. Custom fields are designed to work efficiently with the script and save data about the customer with whom the operator spoke. To import fields from CRM, you need to install the "Script Designer" application in your CRM and go to Menu -> Custom fields.
  2. Clicking the "Import fields from..." button will open a modal window with a list of your fields in this CRM.
  3. After selecting the fields you want to import, click the "Import" button, and these fields will appear in the list of your fields and will become available for insertion into the script nodes.

Work in the CRM

AMO CRM

In order to work effectively with clients, companies and deals in the AMO CRM, the "Sales Script Prompter" widget was developed. To install it, just follow a few simple steps.

  1. Go to your AMO CRM account, in the Integration section and search for the "Sales Script Prompter" application. Click on the "Install" button, and then in the window that opens with the description of the application, check the box for consent to the transfer of personal data and start installing the application.
  2. In the window that appears, fill in your phone number, it is necessary to address any questions on the use of scripts, the service and its capabilities. For ease of use of the widget, we recommend that you also click on the checkboxes to create an account and authorization in the "Sales Script Prompter" service. Even if you are already registered in "Sales Script Prompter", check these checkboxes, the system will recognize you and authorize automatically, in the future the option "auto-entry" will simplify the use of the widget for your employees.
  3. After that, complete the installation of the widget by clicking "Finish" and "Save". And then refresh the page for your AMO account to load scripts to work with the application.
  4. Congratulations! The integration of your account in the AMO CRM with the "Sales Script Prompter" service is complete. Now you can import the required entity fields from AMO into our service, insert them into your script and make effective calls to your customer base.

  5. In case you already have an account in "Sales Script Prompter", you have created scripts in it, invited employees for work and the email specified during registration does not coincide with the one specified in the AMO profile, you can link your AMO profile with another "Sales Script Prompter" account. To do this, you need to log in to the "Sales Script Prompter" profile that is currently integrated with AMO and go to Menu -> Integrations -> AMO CRM.
    You will see the data of your profile in the AMO CRM (they are not available for editing), and all you need to do is to fill in the field with the email account in "Sales Script Prompter", with which you want to link this AMO account.
  6. An email will be sent to the email address you want to link your AMO account to confirm the operation. By clicking on the "Confirm linking" button, you will express your consent to this operation, after which a new link will be created between the AMO accounts and "Sales Script Prompter".

Bitrix24 CRM

In order to work effectively with the various entities in Bitrix CRM, the "Sales Script Prompter" widget was developed. To install it, just follow a few simple steps.

  1. Go to your Bitrix CRM account, to the Market24 section and search for the "Sales Script Prompter" application. Click on the "Install" button.
  2. In the window that appears with the application description, select the checkbox to accept the installation of the application. Then - confirm your consent to the transfer of data on your Bitrix account, as well as read the license agreement and confidentiality policy "Sales Script Prompter". Then click the "Install" button.
  3. The installation wizard will start, and then you will be offered to choose one of the options - to log in, if you already have a registration in the "Sales Script Prompter" service, or to create a new account (by clicking "No").
  4. Fill out the required form and click on the "Send" button.
  5. Congratulations! The integration of your Bitrix CRM account with the "Sales Script Prompter" service is complete. Now you can import the necessary entity fields from Bitrix to our service, insert them into the script and make effective calls to your client base.

Pipedrive CRM

In order to efficiently work with contacts, companies and deals in Pipedrive CRM, the "Sales Script Prompter" widget was developed. To install it, just follow a few simple steps.

  1. Go to your Pipedrive CRM account and follow the link to install the "Sales Script Prompter" application .
  2. Click on the "Allow and Install" button, which will launch the installation wizard.
  3. Choose one of the options offered by the system - authorization or account creation, and then the "Sales Script Prompter" service will do everything automatically.
  4. Congratulations! The application is installed and ready to work. Go to the card of the entity you need, and click on the "Sales Script Prompter" application button.
  5. Now you can create scripts, make calls on them, import entity fields from Pipedrive and work with them during a script call.

Working in call mode

How to make a script call

  1. To make a script call, go to your account and click the "Call" button.
  2. When starting a conversation with a client, study the start inscription and click on the "Picked up" button.
  3. You will be shown the initial node of the script, then depending on the conversation with the client, you can click on the answer options or group answers, moving to other nodes that correspond to the logic of the conversation, and continue the dialogue with the client. You can enter comments for each node to note important points that you need to further work with the client.
  4. In a situation where none of the options/groups of answers fit, but you know there is a node that meets the requirements to continue the dialogue, you can go to it from the search.
  5. When the conversation has come to a logical end, you must press the "Complete" button.
  6. You will be taken to the final screen of the call, where the results of the call are displayed with the option to make a final comment on the call. Click the "Save" button to save your final comment.
  7. You can view the results of calls by going to the menu item Reports -> Calls. All reports will be discussed in more detail in the "Working with Reports" section.

How to fill in the fields in a call

  1. To fill in the fields in a call, go to the desired node that has fields and fill them in. If the field is text or numeric, enter text from the keyboard, if the field is of checkbox, list/multilist or date, time, date/time type, specify or select the values you want.

  2. If you work in CRM, in some CRM (e.g. Bitrix) the values of the fields of an entity (contact, deal, company, etc.) from which you call are automatically changed instantly in the CRM entity card. In other CRM (AMO) entity fields in the CRM card will be changed only at the end of the call and clicking on the "Save" button.
  3. If the field in the call is present in several nodes, filling it once, you will see the value of this field in all nodes. If you need to correct the value of this field during the call, you can do it. You can view the list of completed fields by the results of the call in the menu Reports -> Calls.

Working with reports

Scripts report

This report is a summary and is a table with a list of all scripts and analysis of past conversations on these scripts

You can generate a report more flexibly by selecting a script, an employee, period of work with the script, as well as goal achievement parameters and script quality control. Fine-tuning allows you to better evaluate the work of employees.

If you click on the figures inside the table, you will go to the call report.

Call report

Report on calls is very important in terms of monitoring the effectiveness of employee conversations. It is a complete list of all calls on the script you and your employees, recording the results of calls, comments and fields filled during the communication with the client, if they are in the script.

You can generate a report using filters (fine-tuning): employees, call period, and other indicators to generate a report.

If you need to save data for further analysis and communication with employees, you can generate a report and export it to Excel.

In the event that you want to be able to view reports without authorization in the service (for example, allow employees of other departments or subordinates to view reports on their own), you can enable the "View call report without authorization" option in your personal account settings.

If you enable this option, a link to view the report without authorization will appear in the call report.

Copy the link, save it and send it to those persons to whom you consider it necessary. They will be able to view the report in a summary form, as well as for each call separately, but they will not be able to go into script editing mode and change anything in it.

Let's analyze the meaning of the block of icons in the line to the right of each call.

  1. The "eye" icon allows you to view each employee's call in detail, indicating the nodes passed and the answer choices used.
  2. The "pencil" icon allows you to go to the editor of the script on which the call was made.
  3. The "triangle" icon allows you to listen to the call, if the "Script Designer" service integration with your telephony is configured. Currently configured integration with the telephony from OnlinePBX. If you want us to make integration with your telephony - please write to chat or e-mail [email protected]@salesscriptprompter.com.
  4. The icon with the image of a "paper clip" is visible if the call was from the CRM and it leads to the entity card (client, company, deal, etc.), from which the call was made.

Performance Report

The efficiency report allows you to see a comparative picture of employee productivity and efficiency for any period you are interested in.

You can generate a general report, or a report for a certain script, for a certain period of time. This will allow you to compare the work of your employees and, accordingly, motivate and train exactly those of them who show certain results.

Work with employees

How to add employees

Option 1 - by adding one employee.

  1. Go to your account and go to the "Employees" menu. Select the type of employee you want to invite and click "Invite...".
  2. Fill in the fields of the form and click "Invite".
  3. The system will notify you that the invitation has been sent, the employee will appear in the list of employees with the status "Invitation sent".
  4. After receiving the letter, the employee must click on the link to complete the registration in the service. After filling in the fields, click on the "Complete Registration" button.
  5. If for some reason the employee did not receive an invitation letter to register in the service, you can send him the invitation link yourself by mail, skype or in any other way.
  6. After registration, the status of the employee will change to "Active" if your tariff plan allows you to have this number of active employees. Otherwise it will be in the "Blocked" status, and you will need to decide which employees should be left active and which should be blocked in accordance with the terms of the tariff plan. When an employee has the "Active" status, it means that he has access to the service and those scripts that you gave him access rights for.

Option 2 - by importing employees from Excel.

  1. Go to your account and go to the "Employees" menu. Select the type of employee you want to invite and click the "Import Employees from Excel" button.
  2. Follow the instructions for importing employees when filling out the form, select the file to import, and click "Start Downloading".
  3. Employees will be imported and will appear in your employees list. An employee's email entered once remains in the system until it is deleted by the manager. Repeated additions of an employee with the same address are not possible. This circumstance may be the reason for the refusal to carry out this operation. If you have many employees, you can first check in the service database by the search form - if there are any employees you want to add.
  4. After receiving the letter, the employee must click on the link to complete the registration in the service. After filling in the fields, click on the "Complete Registration" button.
  5. If for some reason the employee did not receive an invitation letter to register in the service, you can copy and send him the invitation link by mail, skype or in any other way.
  6. After registration, the status of the employee will change to "Active" if your plan allows you to have this number of active employees. Otherwise it will be in the "Blocked" status, and you will need to decide which employees should be left active and which should be blocked in accordance with the terms of the tariff plan. When an employee has the "Active" status, it means that he has access to the service and those scripts that you gave him access rights for.

How to block and delete employees

Employee lockout

  1. To lock an employee, go to the “Employees” menu and click on the lock button to the right of the employee's data to lock.
  2. After confirming the blocking, the employee will go to the blocked status. He will not be able to make calls or use the service. In order to unblock an employee, press the green head icon.

  3. If you want to lock all operators or designers, use the general lock button.

Removal of employees

  1. To remove an employee/employees, click on the "To archive employee"/"To archive all employees" button. This will block the account of the employee/employees and move them to the archive.
  2. Then go to Menu -> Data Archive.
  3. You can remove an employee from the archive or return him to the team (the returned employee will be in the "Blocked" status).
  4. If an employee is deleted, his account is marked as deleted (this is reflected in the reports, a mark of deletion is added to the email), the rights are revoked and you can not restore the employee, he must be invited to work in the service again.

How to provide rights for staff to use scripts

  1. In order to grant rights to scripts and folders to employees, go to the "Employees" menu section and click on the "wrench" icon to the right of the data of the desired employee.
  2. A modal window opens with access to scripts and folders (if any).
  3. The scripts access settings (the ability to call for operators and call/edit for designers) are controlled via checkboxes, as shown in the image. When you have given access rights to the scripts to an employee, click the "Save" button.
  4. If you work in CRM, you may need to speed up the work with the "Sales Script Prompter" widget in CRM if an employee makes a call using one script. In this case, you can set a script for autostart by giving the employee rights to it (item 3) and clicking on the radio-box button to the left of the selected script. In this case, the script registry will not be opened, and when the widget is launched, a call to the selected script will start immediately.
  5. In the event that you need to grant rights to scripts for all employees, you can use editing access rights in the script registry.
  6. The procedure for assigning rights is similar to the one described above, follow the instructions in the modal window and after you determine which of the employees can call using the script and who cannot, click on the "Save" button. Also, the script can be made the starting one when calling from CRM, both for yourself and for all employees. If you make the script the start script for all employees, don't forget to give access rights to the script to avoid errors.

Service payment

How to pay for the service

To pay for the "Sales Script Prompter" service, click on the "Pricing & Billing" button in the menu and then on the "Payments & Discoounts" button.

A modal window will open with a choice of payment options, number of users and payment period.

Option 1 - Payment by bank card

  1. Click on the number of users you need and the payment period for which you want to make a payment. Pay attention to the discount scale, it allows you to save up to 25% of the payment amount and fix the cost of the service for the selected period of time. If you want to recharge your account balance with any amount - just enter it in the "Recharge amount" field.
  2. After selecting all the options, click on the "Top up balance" button and you will be redirected to the site of the payment system you have chosen. Upon completion of the payment process, you will return to the site of our service, where you will receive a notification about the payment status and:
    - crediting the balance in case of successful payment

    - refuse to recharge in case of a payment error (for example, if there is no money on the card or you decided to change the method of payment in the process of payment), with an offer to try to recharge the balance again.
  3. If you didn't connect the tariff immediately after receiving the message about successful payment, you can always connect it by clicking the button "Choose tariff" or use the table of tariffs on the screen.