About customizing a Call Center script

You can customize the text and formatting of a script on the Call Center Script Setting page. Call Center scripts are created using HTML tags. When editing a Call Center script:

• You can copy and paste the raw HTML text of a script into an HTML editor for easier editing and syntax checking and then paste it back into the Call Center Script Setting page.
• Do not change any variable text between curly braces ({ }), for example, {User.UserName}. The application populates these name variables when displaying the script. The variables that you can use appear on the Call Center Script Setting page under the Supported Name Codes heading.
• You can use standard HTML formatting tags to create paragraphs and emphasis.
• Do not insert HTML links with <a href> </a> tags.
• Do not insert external scripts into a Call Center script using the <script> </script> tags.