Adding Custom Text to the Start, Stop, and Transfer Processes

When using the start, stop, or transfer processes, agents or CSRs users may need specific instructions or may need to provide specific information to customers, such as how their information such identifiers or email are used. This functionality is referred to as “Agent Contact Scripting” and the system is delivered with specific places in the processes where custom text can be added. These places are called “Script Points” and are maintained as extendable lookup values.

When setting up start, stop, and transfer customer service request, you can configure the text that appears for the provided script points. Refer to the embedded help on the Agent Contact Scripting sections for more information on how to configure this feature.

If your implementation has added custom elements through data area extensions, those extensions can reference custom script points. To implement this, you need to ensure your map fragment’s class attribute is set to “contact-script-point” and the scriptPoint attribute is set to the CM script point extendable lookup value. Here is the sample syntax: <div class="contact-script-point" scriptPoint="CM-NewScriptPoint"/>.