Create and Manage Agent Scripts

This Article covers everything you need to know about creating, modifying and deleting agent scripts in your HappyFox account.

Applicable Plans: ✖️ Mighty ✖️ Fantastic  ✖️ Enterprise ✔️ Enterprise Plus

Permission Alert 🔐: You would require " Manage Agent Scripts" managerial permission to access this management module.

Here's how you can use Agent scripts inside Tickets: Launching Agent Scripts in Tickets 

Topics Covered in this article:


Where do I create or manage Agent Scripts?
Agent scripts management module is a part of the HappyFox automation suite. Navigate to Automate >> Agent Scripts from HappyFox Module Switcher to manage agent scripts.


How do I create an Agent Script? 

Steps:

  1. From the Agent scripts list page, click the “+” icon.

  1. In the subsequent screen, give the script a recognizable name and associate it with one or more HappyFox categories.  Agent scripts can be invoked from tickets associated under these categories.

  2. Click “ Save and Continue“. You will now land inside the Agent Script creator page. 

Agent Script Creator Page:

The following sub-headings will cover in depth, the individual items present inside the agent script creator page: 

Basic Script Information:

For every script step, provide  basic information such as :

  • Step Name: This is the basic identifier for the step inside the creator page. [Not shown to agents during agent script].
  • Display Name: This is the name of the step that will be displayed inside the actual agent script. [Shown to agents during agent script].
  • Description: This constitutes the additional information to be displayed in a given script step. Click add information to add a description to the step. [Shown to agents during agent script]. 

 Add Form Fields:

Utilize this option if you need to record information from the customer during scripts. Click “ Add new field ” to add a field to your agent script. Give the field a name and specify a field type - Text, Dropdown or Date.

Making Form fields mandatory:

Click the gear icon ⚙️ next to the field name to access advanced settings. You can choose to make the “Form Field” mandatory if needed.
 

Mapping custom fields to form fields:

To map custom fields to form fields, click the gear icon ⚙️. Choose to Map the field type to a relevant ticket custom field value.

Note: Both the custom field and form field must be of the same type for mapping

Add Step options:

Step options are a set of selectable options for a given agent script step. Clicking on one of these options will navigate the script to the next step. Every step option needs to be mapped to another step in the script or the exit step.

 Tip: Map to “Exit Step” if you want the agent script to conclude after clicking the corresponding step option.

Skip options:

Enable “Allow skipping this step” to allow the agent to skip the current step without entering a value. If the skip option is enabled, you must specify the next step on skipping.

Note: It is recommended to specify “Exit Step” as the next step upon skipping on all agent script steps.

 

 Creating a new step:

Click “Add New Step” link on the top left to add a new step to your agent script. 

Heads up: You must save changes to the current step under view before proceeding to create a new step

Viewing an existing step:

 To view an existing step to modify/delete it, select the corresponding card from the left panel. You can find the count of steps in your agent script on the top-left.

 Note: Always ensure you save each step before proceeding to create/edit another step. Click “Save” on the bottom of the right panel to save the agent script step.


Deleting an existing step:

To delete an agent script step, select the desired step from the left panel,  click “Delete Step” on the top right. Please be careful while exercising the delete option as this will affect the flow of the script.

Warning⚠️: You cannot delete the step which is marked as the First Step to the Agent Script.

Defining the First Step:

 It is important to define the first step as it becomes the entry point for your agent script.
 To define the first step, click the dropdown present inside  START band in the left panel and choose the first step.

Defining the Exit Message:

 While there may be many step options which might lead to the exit step, you can define the exit message to inform the agent that he/she has reached the end of the script. At this stage, the agent will be able to add the constituent responses of the agent script to the ticket, if needed. Click “Change Exit Message” towards the bottom left of the left panel, to define the custom exit message for the agent script.

Previewing the Agent Script:

Click the “Preview “ link on the top right to preview the agent script just like how an agent would see inside a ticket details page. The preview loads in a separate tab in your browser.

Note: Make sure you have saved the progress of the agent script before previewing.

Sample Agent Script preview:

Validating the Agent Script:

Before enabling the agent script for agent use, it is necessary to validate the agent script for consistency. Click “ Validate Script” Button on the bottom left for HappyFox to do a validation check on your agent script and its steps. 

Note: HappyFox may list warnings for the given agent script during validation.

Enabling the Agent Script:

Once the Agent script is validated, you can enable the script for agent usage. Click “Enable Script” button on the top-right to enable the agent script under view.


Identify currently enabled agent scripts with the “Green status indicator” inside Agent Script List page:

How do I modify an Agent Script? 

To modify an existing Agent Script,

  1. Navigate to Automate >> Agent Scripts from the module switcher.

  2. Click on the desired agent script to modify.

  3. You will now land inside the Agent Script creator page.

  4. If the script is currently enabled, you must disable the script before making changes to it. Click “Disable Script” button on the top right.

  1. Make changes to the individual steps or any other script information.

  2. Click “Save” to save the changes made to each agent script step.

  3. Click “Validate” to run a validation check on the existing steps.

  4. Proceed to click “Enable Script” if you want to enable the script for agent usage.

How do I delete an Agent Script?

To delete an existing Agent Script,

  1. Navigate to Automate >> Agent Scripts from the module switcher.

  2. Click on the desired agent script to delete.

  3. You will now land inside the Agent Script creator page.

  4. Click “Delete Agent Script” on the bottom right of the page.

  5. Click “Confirm” to confirm the action.


 

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