When the agent selects this option from the drop-down list we created in Adding a List Parameter, the script will prompt them to ask the caller to provide their new address. For this, will use a text parameter. We will also add a label parameter to give the agent additional information that should be conveyed to the caller.

To add a text parameter for address change:

  1. From the script outline area, choose address-updates to display the workspace for this script step.
    Recall that a dashed red outline indicates that the step has been chosen. AddressUpdates

  2. Click and drag the Text parameter from the Component palette.

  3. In the Textbox properties editor, do the following: Textbox properties

  1. Enter a Title: New Address

  2. Enter a Caption: May I have your new address with postal code please?

  3. Select the Required checkbox.

  4. The text parameter should appear as follows in the workspace area: AddressUpdates_2

To add a label parameter for additional information that should be conveyed to the caller:

  1. Click and drag the Label parameter from the Component palette. 

  2. In the Label properties editor, do the following: Label_Properties

Enter a Caption: Once information is entered, please repeat the new address to the customer before proceeding with the call.

If there is a bill that was just sent out you will need to resend a bill or advise the client when the next bill will be sent.

The label parameter should appear as follows in the workspace area: AddressUpdates_3

Click Save when done.