HaloPSA

HaloPSA Guides

Documentation to assist with the setup and configuration of the HaloPSA platform

Guides > Call Scripts

Call Scripts

FieldTypeDescription
Test ScriptButton (Action Button Top Right)This button will run you through your configured Call Script and produce the final summary of any information answered, along with a heading to describe the question asked.
Script NameFree TextThis will be the name of the Call Script as it appears elsewhere in the system.
NotesFree TextThe notes entered in this field will be used to describe the Call Script to others so they know what it is they're using.

Questions

FieldTypeDescription
QuestionsTableEnter in the list of questions for the support technician to ask over the phone.
SequenceIntegerThis value will dictate in which order the questions are asked during this script. A higher value will come further in the list.
Question TypeSingle SelectThis choice will open up different fields below with which you can configure the type of question being asked to the call reciever. 
QuestionFree TextThis field will appear as long as the question type is not "Show a Message". This will be the question that the Agent will be presented with as a prompt to ask the caller. This will be used as the answer header in the final transcript should a Summary not be set.
SummaryFree TextThis field will appear as long as "Show a Message" is not selected as the question type. This, if set, will be used as the answer header in the final transcript.
Input TypeSingle SelectThis will determine how the entry of this value is submitted via the Agent. In different cases, this could be a single select from a list of choices, or a text field that can have anything put in it.
ChoicesListShould "Make a Choice" be selected as the Qustion Type, this will be available to list the choices available. Each choice can be given a sequence, which will dictate it's position in the list. There will then be the Text displayed by that choice, and a selection for which question should be asked next, off the back of that selection (the script can also be terminated at this point).
Field to UpdateSingle SelectThis will provide a list of fields to choose from which the answer to this question will be populated and attached to the ticket. 
Next QuestionSingle SelectThis will present a selection for which question should be asked next, after this question has been answered (the script can also be terminated at this point).

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