The purpose of this guide is to explain how administrators can customize what data is collected and how it's presented in various areas of the Greeting and Lead cards. This information creates the scripts that dictate how users interact with the Lead from the initial creation process to executing a specific follow-up event. Scripts help guarantee Lead communication consistency across the organization and allow users to act more naturally since they don't need to remember what to say next.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
You must be signed into the Web Client as an Administrator to edit an existing script card or create a new one.
Access
- (A) Settings icon - Click to access all available administrative settings.
- (B) Script Card Designer - Click to view a list of active and archived script cards. You can use the Script Card Designer to edit existing cards or create brand new ones. We're just focusing on editing existing cards in this support document. Click here to learn how to create a new card.
- Search - The Script Card Designer opens to all your active scripts. Scroll through the list and select the one you want to edit. You might want to enter the script card name in the (C) Search Field to save time if the list is long.
- (D) Archived - This is where you can see the list of archived scripts. You want to reactivate a script prior to doing any editing. When you archive a script card, it becomes unavailable for locations to use. The system prevents you from archiving a default script card. Click here to learn how to Archive or Unarchive script cards.
Editing the Script Card
- (E) Edit - Clicking this will allow you to edit a particular card.
- (F) Script Card Name - Create or edit the card's title here. The title you enter will appear in the list of script cards and is how you identify it when adding it to a location.
Editing a Script Item - The tools explained here allow you to modify, edit or delete specific items. They can be accessed by hovering over a particular item.
- (A) Move - Click and drag the arrow to adjust the order of the items appearing in the script.
- (B) Delete - Click to remove the item from the script. Note: Customer name, phone number and move in date cannot be deleted.
- (C) Edit - Click to open the item and edit it.
- (D) Add item dropdown - Clicking the dropdown provides a list of available items that can be included in the script. Select the item you think best collects the information you need from the available options. Each item can be given a specific color, and with the exception of HTML, they can all be marked as required. Required items need to be completed before the Lead card can be saved.
|
|---|
- Use the (E) paint icon to color an item or group of items to help your employees better segment different areas of the script.
- (F) Variables can be used as placeholders for information that changes throughout the system. For example, you might want to add the Location Name variable to a default script. Since default scripts can be used for multiple locations, this variable will actually appear as your location's name in the script helping provide a more personalized Lead experience. Click here to learn more about creating custom variables.
- Text appears in all the items explained below. Whatever you enter in the (G) Script Text window appears as text in the script card.
Checkbox
- (H) Checkbox - This checkbox works slightly different. If you want to have the checkbox already selected in the script before you do anything, check it off here. When this is the case, checking it will remove the blue fill from inside the box. Leave it unselected if you want users to check it off as tasks get completed.
You can use the checkbox for different purposes. One way it can be used is as a to-do list. Once you've finish reading that part of the script, check it off as done.
You can also think of it as a checklist. For example, users can read through a list of items people typically use to move-in such as tape, boxes, locks, or a truck and then check off which item or items the Lead says they might need. That way, when it comes time to actually move-in, users can refer to that list and sell those supplies.
Date
- The date tool allows users to ask the Lead a question where the answer is a (I) date. Date Needed can never be removed from the script since that date impacts what follow-up communication is presented to the Lead and at what time intervals. You may want to include other Date items in the script so you can ask the Lead such things like, "What is a good day to come in and tour the facility?" and record their answer.
Dropdown - The dropdown presents a cleaner experience than the radio button when you have a large number of possible answers. All the possibilities are hidden within the dropdown and only appear when clicked.
- (J) Dropdown Options - Enter the options that will appear when you click the dropdown. Click the (K) + sign to save what you added in the dropdown. This will also open a new window so you can include an additional option.
HTML - The HTML tool provides the ability to create a passage you want read to Leads. It has a lot of editing options available for you to customize the passage's look and feel.
- (L) Source - Click to enable the (M) HTML tags dropdown and access the full list of supported code. This can be used to produce a highly customized look and feel. Note: Only the listed HTML code options will work properly.
Radio Button - This is a useful tool when asking a question that has only 2 choices. For example, you might want to ask if the Lead has used self storage before and only provide Yes and No as the choices to select from.
- (N) Button Options - Enter the options that will appear on the script card underneath the question. Click the (O) + sign to save what you added. This will also open a new window so you can include an additional option.
Text Box
- The text box allows answers to be documented from open-ended questions. For example, you may want to ask the Lead what they are looking to store. The answer can be written in a text box underneath the question.
System Field - System Field allows you to collect specific Lead information in one place and share that information with other areas of the system. For example, if this tool is designed to collect a Lead's email, that email will then appear anywhere else in the system where Lead emails are stored.
- (P) Variables dropdown - These variables work differently than the variables explained above. Simply craft your question and insert the appropriate variable within the question. This can save a lot of time and insure that the information is always correct. Note: Only Lead related variables will work in the script.
Editing the Location Details Area - The same items can be added here that can be added to the script and it's done the same way. You may want to use the Check Box item to make sure your users mention facility amenities like security cameras or 24-hour access. You can also include a map of your facility to help users explain to the Lead where different units are located on the property with the HTML item.
- (A) Add/Edit Tabs - Click and once you've given the new tab a name, the (B) + sign will become enabled. Click it to add the new tab to the Location Details area and then (C) Done to close the window.
Note: The Location tab will always display. It cannot be hidden or deleted.
- Enabling/Hiding tabs - Click to highlight the (D) checkbox and its tab will appear on the script card for users. Unselected checkboxes will appear empty. These tabs will still be editable but will be hidden from view on the script card.
- Deleting tabs - Click the (E) trash icon to completely remove a tab. When deleted, it will not appear when editing this section of the script card.
- (F) Add item dropdown - Click and select from the list of available items.
Edit the Greeting tab - Users work in the Greeting tab when someone calls or texts from a number that is not recognized by the system. After completing an informal "Get to know you" conversation, they can determine if the caller is a Lead, Customer or someone calling for something unrelated to storage.
- (A) Greeting - Click to access the Greeting tab.
- (B) Edit icon - Since the Greeting tab is a place for initializing a conversation and categorizing an unknown caller, the user isn't entering any information in the Greeting Script. While hovering over the Greeting Script, click to edit how the Lead is greeted.
- (C) Variables dropdown - Click for a list of available variables.
 Many people use Source and the HTML tags dropdown explained earlier to create a more visually appealing layout. |
|---|
- (D) Source - Click to access the script's source code and access more advanced formatting abilities. When you've finished, click (E) Done.
- (F) HTML tags dropdown - Note: This is only available when (D) Source is selected. Click to access the full list of supported HTML code. Only the HTML code listed here will work properly.
Complete your Edits
- (A) Save - This is available in the top, right corner from both the Greeting or Lead card. Click to save any edits made and return to the Script Card Designer.
Discard Edits
- (B) Cancel - Click to cancel the process and not save any of your edits.
- (C) Discard - Click to confirm you want to cancel the editing process and return to the Script Card Designer.
