How-To: Create a Basic Selling Guided Interaction

Creating a guided interaction for a product ordering campaign

This section will walk through creating a basic guided interaction that utilizes the Cart and SKUs.

Build the Basic Guided Interaction
Add the Sticky Slide
Configure the Cart
Add a Payment Plan
Configure the SKUs
Preview the Guided Interaction

If you are just starting out the scripting process and would like to view a simpler guided interaction, including step-by-step instructions for launching the script builder and adding slides, please see How-To: Create a Basic Lead Gen Guided Interaction.

1. Build the Basic Guided Interaction

Create a new guided interaction

*The guided interaction used here is called SingleComm Basic Selling Guided Interaction.
Note that when you have the guided interaction page open but are not in the graph, the platform still considers you "in" the guided interaction and will not recognize any edits other people have made until you leave the guided interaction entirely or refresh:

In the Graph Editor, add four slides

Name them:
a) Welcome
b) Payment
c) Address
d) Thank You
Add custom colors to each

Connect the slides

Welcome --> Payment --> Address --> Thank You

Configure the Welcome slide
- Text input
- Text input
- Radios

Add the following fields, with the noted customization:

*The Label is what is shown to the agent during the call, and the Value is what is shown in the Session Details and in Reporting. Both fields have been renamed so that they match one another. To learn more about how to set up your guided interactions to report data, please see the sections titled Reporting.

Paragraph

Label: Product Choice Verification
Prompt: That is a great choice. Just to confirm, the price of that item is ----- [Agent: please view CART on the right to get customer's pricing info.]

*Text color and background formatting have been applied here to alert the agent. To view some tips and tricks on using Rich Text formatting, please see the section titled Text Editor.

Configure the Payment slide
- Paragraph
- Credit/Debit Card
- Check

Add the following fields, with the noted customization:

Configure the Address slide
- Name
- Address
- Text input

Add the following fields, with the noted customization:

Configure the Thank You slide
- Paragraph

Add the following fields, with the noted customization:

Click the Save button on the Graph Editor to save your progress

2. Add the Persistent Panel
In the Graph Editor's left-hand navigation bar, click the Persistent Panel button.

3. Configure the Cart
The Cart is commonly added and configured in the Sticky Slide. Anything placed within the Sticky Slide will be visible on the right-hand side of all slides throughout the guided interaction.

Click the Cart button to add it
*Any field can be used within the Sticky Slide. For this example, we are only using the Cart.
Click the Cart field on the right to view the settings

Leave both the Label and the Prompt as-is.
Scroll down through the field settings until you see the dropdowns for Billing Fields and Shipping Fields.
*This guided interaction was not set up to use separate Billing and Shipping addresses.
Click inside the Billing name text box and choose the only option in the dropdown list (Full Name).
Click inside the Shipping name text box and do the same.
*The Cart is designed to pull information and place it into the virtual shopping cart during the call. For the data to be accurate, you must first tell it what fields to pull from. In this guided interaction, the only Name field present was the one titled "Full Name." If there were multiple name/address fields in the guided interaction, you would see those options in the dropdown list.
Repeat this for the Billing address and Shipping address fields, choosing the only option given (Address).

Scroll down to view the rest of the Cart field options

*The cart in this guided interaction will utilize only SKUs and Payment Plans. Both of these features need to be configured successfully in order to add items for sale.

4. Add a Payment Plan

Click on Add plan (this must be done before SKUs can be assigned).

*This guided interaction is using only the default 1-Pay payment plan. To view details and settings for other payment plan options, including foreign currency and active conditions, please see Payment Plans.

Click on Create to add the default 1-Pay (USD) payment plan.

*The 1-Pay (USD) payment plan now appears in the Cart field settings and the message "Please add a payment plan to create SKUs" is now an Add SKU button.

5. Configure the SKUs

Create the first SKU
- SKU settings
  - This is what will appear inside the Cart
  - This setting allows for the agent to adjust the SKU quantity from inside the guided interaction so that multiples of the same SKU may be purchased.
    *In order for this feature to execute properly, you must mirror a number field to the SKU's quantity. But because the Quantity Default and Quantity Maximum values both = 1 for all SKUs in this guided interaction, this feature will not be active.
  - This setting would allow the agent to adjust the SKU quantity from inside the cart rather than in the guided interaction, once it has been selected.
  - You must set conditions for every SKU
  - Click the dropdown to view/set the SKU's active conditions

Click on Add SKU
Make the following modifications:

Because we want Widget A to be added to the shopping cart when it is selected from the Product Choice Radio buttons on the Welcome slide, the SKU must be set to:

All of the following
If Product Choice
is
Widget A

*This guided interaction uses Radio buttons to indicate product choice, meaning that only one item can be selected. Checkboxes are another option and allow a caller and the agent to choose a combination of items on each call, resulting in more complex conditioning.

Plan settings

Code: W-A

This will appear inside the cart and the session details.

Price: 20

This is the base price.
Can also be written as "20," or "20.00"
Do not use characters, only numbers and a decimal point. ($ or any monetary symbol is not needed as the currency is defined in the payment plan.

Shipping & Handling: 5

This is the only shipping charge.
*To create a separate shipping charge for another location, you must create another SKU. This process is outlined in How-To: Create and Advanced Selling Guided Interaction.

Payments: 25

You must manually add up the Price + Shipping & Handling and enter it here.

Taxable: leave as default (No)

If you choose to assign sales tax, the software will use the tax percentage that is assigned to the shipping address's Tax Jurisdiction.

Quantity Settings: leave as default

Maximum (1)
Default (1)
*Adjusting these values would allow for callers to buy multiples of the same SKU. To learn about setting this up and how the quantity can be adjusted, please see the section titled SKUs.
Conditions: leave as default (inactive)
This button becomes active when the Maximum is set to a quantity larger than 1.

Click Update to save the SKU.

*The "eye" next to Widget A indicates that visibility conditions have now been set on that SKU. It will not appear in the Cart unless a specific set of actions is taken by the agent (in this case, the agent must select the "Widget A" option in the "Product Choice" Radios field).

Create the remaining SKUs
- SKU settings
  - All of the following
  - If Product Choice
  - is
  - Widget B
- Plan settings
  - Maximum (1)
  - Default (1)
- SKU settings
  - All of the following
  - If Product Choice
  - is
  - Widget C
- Plan settings
  - Maximum (1)
  - Default (1)

Click on Add SKU
Repeat the above step, making the following changes for the second SKU:
Click Update to save
Repeat the above step again, making the following changes for the third SKU:
Click Update
All three SKUs now appear in the CART settings
Click on Create to complete the Sticky Slide
On the Graph Editor, click Save

6. Preview the Guided Interaction

Click on Run

Welcome Slide

Shown on all slides in this guided interaction during Preview Mode:

Guided Interaction's title (SingleComm Basic Selling Script)
Persistent Panel

*The Sticky Slide can be renamed by clicking on Persistent Panel and overwriting the default label on the Slide Settings tab.
Back, Next, and Close buttons

Shown here:

Slide Label (Welcome)
First Name field [Text input]
Phone field [Text input]
Product Choice field [Radios]
Product Choice Verification field [Paragraph]

*Notice that as you choose an option from the Product Choice field, the Cart updates with the related SKU and if you change options—the SKU code, description, and price are updated automatically.

Walk through the guided interaction, typing in the text boxes as if you were an agent gathering information from a caller.

Payment Slide

*In this case, the caller has chosen to pay by credit card, so the Check fields are left blank during the call.

*The SKU and pricing information that was added on the previous slide has carried over and remained in the Cart.

Shown here:

Payment Paragraph field [Paragraph]
Credit/Debit card field
Check field

Address Slide

*As the name and address are filled out in the text fields, the information will also appear within the Billing Info and Shipping Info areas inside the Cart.

*The data from the First Name field on the Welcome slide has not been carried over. This is because the fields have not been mirrored.

Shown here:

Full Name field
Address field
Email field [Text input]

Thank You Slide

Shown here:

Closing Paragraph field [Paragraph]

Disposition Slide

*The Cart is shown on every slide in the guided interaction, including the Disposition slide.

Dispositions and Disposition Groups must be pre-defined before they can be added to a guided interaction. For more information on how to do this, how to rearrange existing dispositions or disposition groups within a guided interaction, or to set Auto Dispositioning, please see the section titled Dispositions.

To download a copy of this guided interaction, simply save the attached file and import it into your Home>>Guided Interactions list. Detailed instructions on importing and exporting can be found in the section titled Importing/Exporting a Guided Interaction.

SingleComm Basic Selling Script.json
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