Build call scripts and feedback forms for agents

Each time a queue call reaches an agent, or the dialer calls a lead for them, the form you picked opens on their screen. Use it as a call script, a checklist or a place to capture answers. You build forms in the admin portal, and agents fill them in during the call.

This feature needs the Contact Center Pro plan. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

Build a form

1. 1
   Step 1:

   Start a new form

   In the admin portal, open the contact center menu, go to Feedback Forms and select Add Feedback Form.
2. 2
   Step 2:

   Name it

   Type a name at the top. You'll pick the form by this name later.
3. 3
   Step 3:

   Add fields

   Drag fields from the list on the right into the drop area. Select a field to set its label and options.
4. 4
   Step 4:

   Check it

   Select Preview to see the form as agents will. It opens in another tab of your browser, and the layout can look a little different there than in the agent panel.
5. 5
   Step 5:

   Save

   Select Save. Closing without saving loses your changes.

Field types

• Header and Paragraph show text to the agent, such as a script line or a reminder. Agents don't type in them.
• Text Field, Text Area, Number and Date collect typed answers. A text field can also check that an entry looks like an email address or a web address.
• Select, Checkbox group and Radio Group offer set choices. For each choice, the value is what's saved and the label is what the agent sees.
• Hyperlink gives the agent a link to open.

Mark a field Required and the agent can't submit the form until it's filled in.

Show the form on queue calls

Edit the queue and find its agent app options. Set Send Feedback Forms to Yes and choose the form. Both settings are needed, or no form opens.

Show the form on dialer calls

1. 1
   Step 1:

   Turn forms on for the campaign

   Edit the campaign and set Send Feedback Form to Yes.
2. 2
   Step 2:

   Pick the form for each list

   Open the campaign's Numbers, edit a lead list and choose the form in Feedback Form.
3. 3
   Step 3:

   Match field names to your CSV

   Set each field's Name to exactly the heading of the CSV column it belongs with. New fields get a generic name, so rename them, or their answers won't appear in the list download.

Fill in lead details automatically

Wrap a CSV column heading in percent signs and place it in a field's label, default value, option or paragraph text. That works as a placeholder, for example for the customer's name: when the form opens, the agent sees that lead's value in its place. The match is case sensitive. Headings used this way can't contain a dot or an opening square bracket.

If a field's name is the same as a column heading, the agent's submitted answer replaces that column's value for the lead.

Download the answers

• Queue calls. In the queue's call history, tick the calls you want and select Download Feedback.
• Dialer calls. Use the CSV download on the lead list. Answers appear next to each lead.

Responses are kept for a limited time, so download what you need soon. Contact support to check how long, or if you need a different period.

What agents see

The form opens in the agent panel when the call arrives or the lead is dialed. For now, the agent panel is in the older Communicator desktop app. The agent fills the form in and submits it. On preview and progressive campaigns, the form is read only until the call starts. It stays open after the call until the agent sends or closes it, and closing it without sending discards the answers.