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Guided Interaction Fields

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Kathleen Glica
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The content in this article is appropriate for: Administrators, Supervisors, and Agents

Fields

Complete list of fields available for use in Guided Interactions

This section will list all of the current fields along with examples of how they can be customized and used within a script. For more information on Field Settings and customization, click here.

    1. Address
    2. Button
    3. Cart
    4. Check
    5. Checkboxes
    6. Credit/Debit card
    7. Dropdown
    8. Embedded link
    9. Name
    10. Number/Quantity
    11. Paragraph
    12. Radios
    13. Text input
    14. Text input (multi-line)
    15. Date input
    16. Dynamic SKU
    17. Currency

 

Screen_Shot_2023-08-05_at_5_54_00_PM.png

 

1. Address

For information on how to create an address capture slide in your script, see Creating an Address Capture Slide Tutorial on the Video Tutorial page.

      • Label: Address
      • Prompt: [empty]

Default configuration on slide

address1.png
*All components accept free text (letters, numbers, special characters).

      • Line 1
        • placeholder= line 1
      • Line 2
        • placeholder= line 2
      • Locality
        • placeholder= city/locality
      • Region
        • placeholder= state/province
      • Postal code
        • placeholder= zip/postal code
          *A zip code lookup is performed on this field at runtime. If a valid zip code is entered, the Locality, Region, and Country will auto-fill. Postal codes for the following areas are currently supported: United States, Canada, Puerto Rico, U.S. Minor Outlying Islands, Guam, American Samoa, Northern Mariana Islands, and the U.S. Virgin Islands.
      • Country
        • placeholder= country

Additional components that can be added:

      • Line 3
        • placeholder= line 3

Options

      • Zip Code Type validation disabled? [unchecked]
        • Disables Zip Code Type (P.O. Box, APO, DPO) when using system zip code lookup
      • Zip Code lookup disabled? [unchecked]
        • Disables system Zip Code Lookup to auto populate/update City, State based on zip code entered
      • Required? [unchecked]
      • Clear on back? [unchecked]
      • Clear when invisible [unchecked]
      • Character limit [250]
        • minimum character limit = 20

Conditions

      • Visibility
        • Defaults to Always
      • Mirroring
        • Line 1
        • Line 2
        • Line 3
        • City/Locality
        • State/Region
        • Zip/Postal Code
        • All [mirrors all components of the Address field]

 

 

2. Button

The button field is used to initiate an integration in order to return data in a real-time event.
For example: If you are collecting promotional codes that were mailed to callers, you could configure the button to check against a data table for that code, and if successful, return information associated with that code to areas within the script.

      • Label: Button
      • Prompt: [empty]

Default configuration on a slide

Screen Shot 2023-08-07 at 4.24.55 PM.png

      • Button text: click me!
        • This default text can be changed within the field's settings.

Conditions

      • Validity
        • Defaults to Always
      • Enabled
        • Defaults to Always
          Button is the only field to offer this option. When the set of conditions for enabling the button have not been met, it will not be clickable and will not trigger the integration. Unlike unsatisfied validity conditions however, the agent will still be able to move forward to the next slide.
      • Visibility
        • Defaults to Always

 

 

3. Cart

For information on how to add a cart to your script, see Adding a Shopping Cart Tutorial on the Video Tutorial page.


The Cart field is your virtual shopping cart.
💡Place your cart in the Sticky Slide and it will be visible on all slides within the script.

      • Label: Cart
      • Prompt: [empty]

Default configuration on slide

Screen_Shot_2023-08-07_at_4_54_37_PM.png

 

Options

Field settings unique to the Cart
Screen_Shot_2023-08-07_at_4_35_56_PM.png

      • Spread tax? [unchecked]
        • Distributes the additional sales tax payments when using a multi-payment plan.
      • Dynamic SKU? [unchecked]
        • Does the Guided Interaction use Dynamic SKUs (rather than the SKUs created in the Cart)?
      • Disable system tax lookup? [unchecked]
        • Turns off the option to auto-lookup tax rates based on zip code
      • Tax jurisdictions
        • (70/70 selected by default)
          This dropdown allows you to individually select/deselect any of the 70 available areas for their current sales tax rates. Jurisdictions include all 50 U.S. states and the District of Columbia, all 10 provinces and 3 territories in Canada, plus American Samoa, Guam, Northern Mariana Islands, Puerto Rico, U.S. Minor Outlying Islands, and the U.S. Virgin Islands.
          💡*You can also check/uncheck all from this list. For example, if you are only charging sales tax to a few states, you can uncheck all and then easily choose the areas from the alphabetical list.
      • Billing fields/Shipping fields
        • Billing name/Shipping name: 
        • Billing address/Shipping address: 
      • Payment Plan
        • click to add a multi-payment plan (up to a maximum of 8 installments) and conditions
          Screen_Shot_2023-08-07_at_4_38_49_PM.png
      • SKUs
        • Once payment plans are added, the Add SKU button will appear, allowing you to either create SKUs, or import from a spreadsheet
          Screen Shot 2023-08-07 at 4.46.37 PM.png

Conditions

      • Visibility
        • Defaults to Always
      • Mirroring
        • Name and Address fields are mirrored into the Billing/Shipping Name/Address areas of the Cart, but do not utilize this modal. they are mirrored using the field option listed above.
        • The only field that can be mirrored to the Cart from the Mirroring modal is the Number field. This must be done if allowing the SKU option for Manually Adjustable Quantity within the script.

cart4.png
*A functioning Cart from inside a script. This one shows a total of 9 items in the cart, a 2-pay payment plan, along with the Quantity Controls in Cart SKU feature.

 

 

4. Check

The Check field is where an agent can collect all of the relevant bank account information from callers wishing to pay via eCheck.

      • Label: Check
      • Prompt: [empty]

Default configuration on a slide

Screen_Shot_2023-08-07_at_5_05_33_PM.png*All fields accept free text, except where noted.

      • bank name
      • branch city
      • check number
      • routing number
        • This text box will only accept valid 9-digit routing transit numbers.
      • account number

Options

      • Required? [unchecked]
      • Collect State? [unchecked]
        • If you would like to, or are required to also collect the state where the bank is located, this option can be enabled as part of the Check field.
        • placeholder= branch state/province

Screen_Shot_2023-08-07_at_5_10_05_PM.png

Conditions

      • Visibility
        • Defaults to Always
      • Mirroring
        • There are no remote fields available to mirror from/to the Check field

Screen_Shot_2023-08-07_at_5_11_22_PM.png

 

 

5. Checkboxes

Checkboxes allow for multiple selections to be made in a single field.

 

      • Label: Checkboxes
      • Prompt: [empty]

Default configuration on a slide

Screen_Shot_2023-08-07_at_5_16_06_PM.png

 

Options

  • On slide back [do nothing]
  • When invisible [deselected]
  • Required? [unchecked]

Style Options

  • Horizontal? [unchecked]
    • this option will display check marks left/right rather than up/down:
      Screen_Shot_2023-08-07_at_5_23_57_PM.png

Choices

Choice options are unique to the following fields: Checkboxes, Dropdown, Radios.

      • The Checkboxes field has three choices enabled by default.
        • Option 1/ Option 2/ Option 3
        • Insert/ Settings/ Remove buttons


Conditions

      • Visibility
        • Defaults to Always
      • Mirroring
        • The only remote field available to mirror from a Checkboxes field is another set of Checkboxes. However, the Local/Values can be mirrored to another set of Checkboxes, or a Text input field. If mirrored to a text-type field and multiple choices are selected, they will be displayed in a comma-separated list.
          Screen_Shot_2023-08-07_at_5_27_59_PM.png

 

 

6. Credit/Debit card

The Credit/Debit card field is where an agent can collect all of the relevant account information from callers wishing to make a credit or debit card purchase.

      • Label: Credit/Debit card
      • Prompt: [empty]

Default configuration on slide

Screen_Shot_2023-08-07_at_5_37_29_PM.png

      • number

        • This text box accepts numbers only, and will also automatically add dashes where appropriate.

      • Expiration month dropdown 

        • placeholder= [none]

        • All months are listed in numerical form (1-12)

      • Expiration year dropdownplaceholder= [none]

        • Displays the current year plus the next ten years

Options

      • Required? [unchecked]
      • CCV/CVC present? [unchecked]
        • placeholder= ccv/cvc
        • The Credit Card Verification or Card Verification Code is the 3 or 4-digit security code assigned to that card for online purchases or purchases in which the card is not physically present.
        • This text box accepts a maximum of four numbers only.
      • CCV/CVC required? [unchecked]
        • Available only when CCV/CVC present? is enabled.
          Screen_Shot_2023-08-07_at_5_42_34_PM.png

Conditions

      • Validity
        • Defaults to Always
      • Visibility
        • Defaults to Always
      • Mirroring
        • There are no remote fields available to mirror from/to the Credit/Debit card field.

Screen_Shot_2023-08-07_at_5_46_10_PM.png

 

 

7. Dropdown

Dropdowns allow for a single selection to be made from a list of items.
💡Do you have a really long list of items? Consider using the Dropdown field. By default, the list will be compressed to a single line until it is clicked by the agent. Only then will the choices "drop down" for view. It will save a lot of space on the slide!

      • Label: Dropdown
      • Prompt: [empty]

Default configuration on a slide

Screen_Shot_2023-08-07_at_6_00_19_PM.png

 

Options

      • On slide back [do nothing]
      • When invisible [do nothing]
      • Required? [unchecked]

Choices
Choice options are unique to the following fields: Checkboxes, Dropdown, Radios.

      • The Dropdown field has three choices enabled by default
        checkboxes2.png
        • Option 1/ Option 2/ Option 3
        • Insert/ Settings/ Remove buttons

Conditions

      • Visibility
        • Defaults to Always
      • Mirroring
        • The only remote fields available to mirror from a Dropdown would be either another Dropdown, or Radios. However, the Local/Value can be mirrored to another Dropdown, Radios, or a Text input field (single or multi-line)

 

 

8. Embedded link

Placing an Embedded Link field on a slide allows a live web page to be viewed from inside the script.

      • Label: Embedded link
      • Prompt: [empty]

Options

URL

      • This is where you re-assign the web address of the page you are embedding.
        • Default URL= https://singlecom.com
      • Because SingleComm sends all scripts over a secure connection, any website that you display must also be https://  


*An example of a complete URL text box. There is no need to fill in the https:// or the www.

URL Parameters

  • Name: [blank]
  • Default Value: [blank]
    For details and set-by-step instructions on adding URL parameters to an embedded link, click here.

URL Preview

  • This field will update as URL parameters are added
  • Copy to Clipboard to copy the current URL if you want to paste it into a browser for testing

Conditions

      • Visibility
        • Defaults to Always
      • Mirroring
        • There are no remote fields available to mirror from/to the Embedded link field.

Screen_Shot_2023-08-09_at_4_52_59_PM.png

 

 

9. Name

The Name field is a standard way to collect a caller's first and last name.

      • Label: Name
      • Prompt: [empty]

Default configuration on slide

name1.png

      • first/given name
      • last/family name

Options

      • Required? [unchecked]

Conditions

      • Visibility
        • Defaults to Always
      • Mirroring
        • Name (First)
        • Name (Last)
        • Name (All)
        • The individual components of the Name field can be mirrored from another Name or Text input (single or multi-line) or mirrored to either another Name or Text-type field.
        • When mirroring, the fields are titled:
          • First / Last / All
            Screen_Shot_2023-08-09_at_6_03_16_PM.png

 

 

10. Number/Quantity

The Number/Quantity field accepts only numerical characters. This field is unique because it can be used to mirror item quantity from the script directly to a SKU within the Cart.

Screen Shot 2023-08-10 at 2.07.32 PM.png

      • Label: Number/Quantity
      • Prompt: [empty]

Default configuration on slide

Screen_Shot_2023-08-10_at_2_08_30_PM.png
*In preview mode and at runtime, the Number field has an up/down arrow control that can be used to increment/decrement the number value.
Screen_Shot_2023-08-10_at_2_10_07_PM.png

Options

      • Clear on back? [unchecked]
      • Private? [unchecked]
      • Required? [unchecked]
      • Rounding? [checked]
        • This option is only available on the Number and Currency fields.
        • Numbers with fractional values will be rounded up or down accordingly.

Screen_Shot_2023-08-10_at_2_14_15_PM.png

  • Placeholder: [empty]
    ⚠️*Because both the Prompt and the Placeholder are defaulted as empty, when the guided interaction runs, this field will appear as a blank text box with no indication of how it should be filled. A custom placeholder or prompt text is highly recommended.
  • Default value, Minimum value, Maximum value [all empty]
    These values, if set, will dictate at runtime the number that will appear in the guided interaction (Default), the lowest possible number that can be assigned (Minimum), and the highest possible number that would be accepted (Maximum). 
    • The Clear button next to the Default Value will erase anything that was assigned.
  • Step size: (1)
    • If the up/down arrow is used to increment/decrement the value of the Number field in the guided interaction, this will determine the set amount by which it is raised or lowered each time.
    • The Reset button to the right returns the value to its default (1).

Conditions

      • Visibility
        • Defaults to Always
      • Mirroring
        • The only remote fields available to mirror from the Number field would be either another Number  or Currency field, or a SKU quantity. However, the Local/Value can be mirrored to another Number field, a SKU quantity or a Text input field.

 

 

11. Paragraph

A Paragraph is used to display a block of text only. There is no input from the agent and nothing that can be reported in the session details.

 

      • Label: Paragraph
      • Prompt: [empty]

Default configuration on slide

Screen_Shot_2023-08-10_at_2_20_37_PM.png

Options

      • Togglable? [unchecked]
        • This feature is unique to Paragraphs and gives the agent the option to expand/contract the field at runtime.

Conditions

      • Visibility
        • Defaults to Always
      • Mirroring
        • There are no remote fields available to mirror from/to the Paragraph field.

Screen_Shot_2023-08-10_at_2_22_24_PM.png

 

 

12. Radios

Radios allow for a single selection to be made from a list of items.

 

      • Label: Radios
      • Prompt: [empty]

Default configuration on a slide

Screen_Shot_2023-08-10_at_2_24_06_PM.png

Field Settings

  • On slide back [do nothing]- will not clear any selection or reset to default
  • When invisible [do nothing]- will not clear any selection or reset to default
  • Required? [unchecked]

Style Options

  • Horizontal? [unchecked]
    • Select this option to display the answer options in a left/right list rather than up/down

Choices
Choice options are unique to the following fields: Checkboxes, Dropdown, Radios.

      • The Radios field has three choices enabled by default.
        Screen_Shot_2023-08-10_at_2_29_14_PM.png
        • Option 1, Option 2, Option 3
          • The Value is used for reporting and the Label is what is visible as an answer choice at runtime
        • Insert/ Settings/ Remove buttons

Conditions

      • Visibility
        • Defaults to Always
      • Mirroring
        • The only remote fields available to mirror from Radios would be either another Radios field or a Dropdown. However, the Local\Value can to be mirrored to another set of Radios, a Dropdown, or a Text input (single or multi-line) field.

 

 

13. Text input

The Text input field can be used to capture text-type responses. The Text input field does not cap the amount of information that can be captured, but will only display it in a single text box (scrollable right and left, if necessary).

      • Label: Text input
      • Prompt: [empty]

Default configuration on a slide

Screen_Shot_2023-08-11_at_10_22_10_AM.png

Options

      • Clear on back? [unchecked]
      • Clear when invisible? [unchecked]
      • Multi-line? [unchecked]
      • Required? [unchecked]
      • Limit Characters? [unchecked]

Placeholder: Enter a line of text...

Conditions

  • Validity
    • Pattern Matching
      • Defaults to free text [no selection]
    • Validity Conditions
      • Defaults to Always
  • Visibility
    • Defaults to Always
  • Mirroring
    • The following fields are available to mirror from:
      • Address (Line 1, Line 2, Line 3, City/Locality, State/Region, Zip/Postal Code)
      • Checkboxes
      • Dropdown
      • Name (First, last)
      • Number/Quantity
      • Radios
      • Text input
      • Text input (multi-line)
    • The Text input field can only be mirrored to other text-type fields, including:
      • Address (Line 1, Line 2, Line 3, City/Locality, State/Region, Zip/Postal Code)
      • Name (First, Last)
      • Number/Quantity
      • Text input
      • Text input (multi-line)
      •  

 

 

14. Text input (multi-line)

The Text input (multi-line) field can also be used to capture text-type responses. The difference between this and the regular Text input field is that this field allows the agent to use the <Enter> key so that text can be broken up across multiple lines.

      • Label: Text input (multi-line)
      • Prompt: [empty]

Default configuration on a slide

Screen_Shot_2023-08-11_at_11_00_21_AM.png

Options

      • Clear on back? [unchecked]
      • Clear when invisible? [unchecked]
      • Multi-line? [checked]
      • Required? [unchecked]
      • Limit Characters? [unchecked]

Placeholder: Enter a few lines of text...

Conditions

  • Validity
    • Defaults to Always
  • Visibility
    • Defaults to Always
  • Mirroring
    • The following fields are available to mirror from:
      • Address (Line 1, Line 2, Line 3, City/Locality, State/Region, Zip/Postal Code)
      • Checkboxes
      • Dropdown
      • Name (First, last)
      • Number/Quantity
      • Radios
      • Text input
      • Text input (multi-line)

⚠️*Even though the Text input (multi-line) field can accept multiple lines of text, you can still only mirror a single field to it. If you mirror more than one field to this or any other field, only the item mirrored last will appear at runtime.

    • The Text input field can only be mirrored to other text-type fields, including:
      • Address (Line 1, Line 2, Line 3, City/Locality, State/Region, Zip/Postal Code)
      • Name (First, Last)
      • Text input
      • Text input (multi-line)

 

15. Date input

The Date input field is used to collect a specific date by choosing from the calendar or by typing it in the text box.

      • Label: Date input
      • Prompt: [empty]

Default configuration on a slide

Screen_Shot_2023-08-11_at_11_16_24_AM.png
*In preview mode and at runtime, when the Agent clicks within the text box, the Date input field will pop up a calendar that can be used to assign the date value. Any date (within range) can also be typed using the following format: MM/DD/YYYY.
Screen_Shot_2023-08-11_at_11_18_21_AM.png

Placeholder: Enter a date...

Minimum date

  • Current date [unchecked]
    • Selecting this checkbox will auto-assign the current date as the Minimum date value

Minimum days [empty] Set the limit for the soonest date allowed.

Maximum days [empty] Set the limit for the latest date allowed.

  • The above 2 fields are used together. Once you set either the minimum or maximum, you must also set the other field to a value the is lower (minimum) or higher (maximum). At runtime, the only dates available for selection will be dates set in that time range.
    For example: a minimum of 2 and a maximum of 5 will only allow the agent to choose a future date that is between 2-5 days away.
    ⚠️The Minimum Date/Maximum Date settings must be used in conjunction with the Minimum Date option. You can either select the Current date checkbox, or type a date into the text box from which your min/max days will refer to.

Options

      • Hide time? [unchecked]
        • removes the timestamp from a data selection
      • Clear on back? [unchecked]
      • Clear when invisible? [unchecked]
      • Required? [unchecked]

 

Conditions

  • Visibility
    • Defaults to Always
  • Mirroring
    • It is possible to mirror various fields into the Date input field, however it is recommended that you only mirror from and to other Date input fields.

16. Dynamic SKU

Screen Shot 2023-08-12 at 1.54.22 PM.png

  • Label: Dynamic SKU
  • Prompt: [empty]

Default configuration on a slide

Screen_Shot_2023-08-12_at_1_43_36_PM.png

Button text: Populate

Conditions

  • Validity
    • Defaults to Always
  • Enabled
    • Defaults to Always
  • Visibility
    • Defaults to Always

17. Currency

Screen Shot 2023-08-12 at 1.54.32 PM.png

  • Label: Currency
  • Prompt: [empty]

Default configuration on a slide

Screen_Shot_2023-08-12_at_2_01_08_PM.png

Options

  • Clear on back? [unchecked]
  • Clear when invisible? [unchecked]
  • Required? [unchecked]
  • Rounding? [checked]
    • This option is only available on the Number and Currency fields.
    • Numbers with fractional values will be rounded up or down accordingly.

Placeholder [empty]

  • A placeholder value will appear at runtime when the agent clicks the textbox. Because it functions like a Number/Quantity field, a value can then be overwritten by using the up/down arrows.

Default value, Minimum value, Maximum value [all empty]

  • These values, if set, will dictate at runtime the amount of currency that will appear in the guided interaction (Default), the lowest possible currency value that can be assigned (Minimum), and the highest possible currency value that would be accepted (Maximum). 
    • The Clear button next to the Default Value will erase anything that was assigned.

Step size: (1)

  • Step size: (1)
    • If the up/down arrow is used to increment/decrement the value of the Number field in the guided interaction, this will determine the set amount by which it is raised or lowered each time.
    • The Reset button to the right returns the value to its default (1).

Conditions

  • Visibility
    • Defaults to Always
  • Mirroring
    • The only remote fields available to mirror from the Number field would be either another Number  or Currency field, or a SKU quantity. However, the Local/Value can be mirrored to another Number field, a SKU quantity or a Text input field.

 

 

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