Dynamic Text (Fields)

The content in this article is appropriate for: Administrators and Supervisors

This article will detail the use and configuration of dynamic text fields in a Guided Interaction.

It is assumed that a Guided Interaction has already been created and user is logged in to SC WorkFlow.

For more information and examples, see the tutorial for Inserting a Field into Dynamic Text on the Video Tutorials page. 

• Types of Dynamic Text
• How to Configure Dynamic Text Fields
• Testing Dynamic Text in a Preview
• Field-Specific Options 

Types of Dynamic Text

SC WorkFlow has the ability to create text fields that will auto-populate and change, or text that is visible or hidden depending on input from other parts of the Guided Interaction, or directly from an outside source.

Types of dynamic fields include:

• Dynamic Field that pulls data from another field within the Guided interaction
  An example of this would be the caller's name. Once it is typed into the Guided Interaction at the beginning of a call, it can be set up to appear throughout the other slides, making it a seamless part of the agent's spoken script.
  This type of dynamic text is covered in this article.
  
  
• Dynamic Field that pulls data from an outside source
  The Additional Info slide is an example of this. Data is pulled from SC ACD and plugged into a hidden slide within the Guided Interaction so that it can be viewed in the session details and call reports. This is set up during the WorkFlow mapping process.
• Conditional Text
  This is the text that would appear only after certain conditions have been satisfied. For example, a line of text pertaining only to callers from Canada can be configured to remain hidden unless the Ship Address field contains a valid Canadian zip code.
  This type of dynamic text is covered in the article located here.
• Date/Time
  This type of dynamic text is used to show dates that are not static. For example, if you want the agent to tell the caller that their order will ship in 5 business days, a dynamic date field can be configured so that the actual calendar date can be read by the agent, without them having to reference a separate source.
  This type of dynamic text is covered in the article located here.

How to Configure Dynamic Text Fields

All dynamic text is added in the field prompt using the Text Editor. It can be configured at any point during the Guided Interaction creation process, as long as the other field that is being referenced has also been added. Dynamic fields can be configured at any point in your Guided Interaction with the Dynamic Field button in the prompt, or by creating placeholder text between {} brackets that you can then go back and configure later.

💡 Because a dynamic field can pull from fields located anywhere in the Guided Interaction, you may find it easiest to create all of the slides and fields first, leaving dynamic placeholders along with some indication to yourself in the directive that dynamic text should be added there.
These steps will be outlined below.

For example, a Guided Interaction directive may call for something like:

• Slide 1
  
  • Hello, may I please have your first name?
  • Thank you ______, what zip code are you calling from today?
  • Because you live in _____, we are happy to offer the following 3 promotions:
• Slide 2
  • That _____ promotion is a really great deal. What payment method would you like to use?

*The above example outlines the basics of creating dynamic text. Individual fields offer unique options, and those will be listed in the next section. This example is representative of a smaller portion of a larger Guided Interaction. 

The above example would be added as follows:

1. Create a new Guided Interaction
2. Add 2 slides, named Slide 1 and Slide 2, and connect them
   ⚠️ To revisit the basics of Guided Interaction building, please see How to Create a Basic Lead Gen Guided Interaction.
3. Slide 1:
   1. Add a Text input field
      • Label: first name
      • Prompt: Hello, may I please have your first name?
   2. Add another Text input field
      • Label: zip
      • Prompt: Thank you {first name}, what zip code are you calling from today?
        • To achieve the above, type Thank you into the prompt, followed by a space, then click the Dynamic Text button and click on Create Dynamic text
          
          
        • Then, on the Dynamic Text pop-up, enter a Label and choose your Dynamic Text type (For this example we are creating a Dynamic Text Field).
        • Select the Dynamic Source Value from the dropdown (We want to populate the first name here so choose the first name Text Input field that created in the previous step).
        • Click Update to save and close the pop-up
          
        • Finish typing the rest of the prompt text: what is your zip code please?
          
          *Notice how the dynamic text is displayed in the prompt (using the Label from the Dynamic Text pop-up) vs how it displays in the preview pane (with the label from the first name Text Input field).
          
          
          
   3. Add a Radios field
      • Label: offer choice
      • Prompt: Because you live in {zip}, we are happy to offer the following 3 promotions:
      • Choices:
        • Value: Offer A \ Label: Offer A
        • Value: Offer B \ Label: Offer B
        • Value: Offer C \ Label: Offer C
          
          ⚠️ Note that if you ever see dynamic text in the prompt that is RED, it means that the field is recognized as a Dynamic placeholder but has not been properly configured. At runtime, the Guided Interaction will display the text exactly as shown in the preview pane. It will not function dynamically.
      • Highlight the proposed dynamic text, including the {} brackets
        
      • Click the Dynamic Text button in the prompt, and click on Create Dynamic text
      • Fill out the Dynamic text pop-up as before, choosing zip as the Source value
        
        When the dynamic text appears green inside the prompt, you know it has been properly configured.
   4. Leave all other settings as default and click Update to save and close the slide
      
      
4. Slide 2:
   1. Add a Dropdown field
      • Label: pay type
      • Prompt: That {offer choice} is a really great deal! What payment method would you like to use today?
        • Use either of the dynamic text creation methods from above to configure the dynamic text.
      • Choices:
        • Value: Visa \ Label: Visa
        • Value: Master Card\ Label: Master Card
        • Value: American Express \ Label: American Express
   2. Highlight the dynamic placeholder for {offer choice}
   3. Click the dynamic text button
   4. Click Create Dynamic Text from the pop-up menu
   5. Change the text type to Field
   6. Label: offer choice
   7. Source Value: offer choice (label)*
   8. Click Update to save and close the pop-up
   9. Click Update to save and close Slide 2
   10. Click Save on the Graph

*For select-type fields (Dropdowns, Radios, Checkboxes), you can assign either the Value or the Label as the Dynamic source:

The field's label is what is shown to the agent during the call, as well as what is reflected in the Field Data after the call. The field's value is what is displayed on the Session Grid after the call.

Testing Dynamic Text in a Preview

To see how the dynamic fields function, click on Launch Preview on the Guided Interaction Graph.

The dynamic fields on Slide 1 will appear as blank until the Source Values that they pull from are populated.

As you type a name in the first Text input field (first name), you will see it populate the prompt of the next field because it is the designated source value for that dynamic text field.

Then, when the Text input (zip) is populated, it will be reflected in the field below.

Because dynamic sources can be selected from other fields on other slides, the selection from the offer choice Radios will carry over and be visible when you click Next to get to Slide 2.

Field-Specific Options

Because the Text Editor functions the same, regardless of location, all fields' prompts can host a dynamic text field. However, some fields offer multiple options when used as a source value.

The Address field is one example where either the entire field and its contents (full address) can be selected as a source value or any of the field's individual components.

Address

• full address
• line 1
• line 2
• line 3
• city/locality
• state/region
• postal code
• country

Button*

• status code
• response code
• response message

*Buttons require an integration connected to the Guided Interaction node on the WorkFlow Graph. More information about this is available in the article titled Integrations.

Cart

• total 
• first payment
• last payment

Check

• account last 4
• bank name
• branch locality
• check number

Checkboxes

• label
• value

Credit/Debit card

• exp. date (exp. month & exp. year)
• exp. month
• exp. year
• last 4 digits
• card type

Dropdown

• label
• value

Embedded Link

[cannot be used as a dynamic source value]

Name

• full name
• first/given
• last/family

Number/Quantity

[field value only, no options]

Paragraph

[cannot be used as a dynamic source value]

Radios

• label
• value

Text input

[field value only, no options]

Text input (multi-line)

[field value only, no options]

Date input

[field value only, no options]

Dynamic SKU

• status code
• response code
• response message

Currency

[field value only, no options]