Phone scripts without chaos

    CallhelperWhile we are preparing the next article about scripts for incoming calls, we suggest that you familiarize yourself with the functionality of our module and web application. With this solution, we defeated the chaos at home and really want to help many others.

    After the active use of text documents, printouts, mind maps, stickers on the monitor, we realized that you can’t live like that anymore. In the beginning we wrote a module for our CRM. As a result, we made a decision that we are sure will make life easier and raise sales for so many.

    There are currently three options:
    • Application for cloud Bitrix24 (integration with CRM is done)
    • Module for the boxed version of Bitrix24 (finish integration with CRM)
    • Standalone web application (no CRM)

    You can get acquainted with the versions here , each has a free trial period.

    So, the manager \ telemarketer opens the script he needs:


    This is the first script node in which he selects the entity with which he will work (in the screenshot, a call is selected from the list of plans for today) and sees the information he needs to start working with the client.
    Fields from CRM are inserted into the text and the contact data to which the call is assigned and the company to which the contact belongs are displayed.

    Depending on the development of events, the manager presses the option buttons and goes to the following nodes:


    A well-designed script leads the dialogue manager without making you think hard. All the necessary information - at the right time before your eyes. All reminders are in place so that nothing is forgotten.
    In versions with CRM, access to customer information and its adjustment is greatly simplified. All changes on the fly are made in CRM.

    We will immediately look at the constructor interface using an example of creating a script:

    First of all, going into the module or application, you need to configure the rights.
    In the cloud version of Bitrix 24, the user who turned to the application appears in the list, and he will need to set the rights of either the creator, editor, or script user. In a web application, you need to create users and set permissions.


    Next, in Bitrix24, you need to select the CRM fields that we are going to use in the scripts:
    We mark their checkboxes and save. The web application does not have this functionality, since there is no CRM.

    Now move on to creating the scripts themselves:

    We go to the "Script Management" (1), write the name of the script (2), click save (3).

    The script appears in the list, it can be renamed (1), edited (2) or deleted (3):


    We go into editing:


    If you click on the rectangle (1) - we will go into editing the node, you can also export the script (2) and import (3). Upon import, all nodes of the edited script are replaced.

    Click on the first node:


    1 - Tools for formatting text, adding links, tables, images.
    2 - Menu for inserting elements from CRM (only in Bitrix24)
    3 - Field for manager text and CRM elements
    4 - Allows you to select additional answer options in the manager interface other than those that are created automatically from the following nodes
    5 - Adds an empty node after the edited one
    Save, open it again and click "Add", as a result we get a new empty node in the tree:


    We go into editing a new node:


    We write the question (1) (briefly and clearly how the client asks him to make the manager intuitive).
    We write the text of the answer, which should be voiced by the manager.
    In the necessary nodes, check the “Return” checkbox (2) - the manager will be able to quickly go to these nodes from anywhere using the drop-down list.
    We edit the node with the second variant of the client’s question.

    Important note:
    At the moment, the nodes cannot be moved, reconnected to each other, cut and copied. The order of the nodes is arranged in the order of creation chronology. This must be borne in mind and thought out in advance. In future versions of the application, these inconveniences will be eliminated.

    Now insert the data from the CRM into the first node:


    We go to the menu (1), point to the entity (2), click on the name of the field (3).
    The tag of the CRM field is inserted into the text at the cursor location.
    The fields available in the menu are selected at first by the checkboxes in the “CRM Fields” section. We

    save and go to the manager interface (“Home” link):


    Click on the link and open the script:


    The manager can choose what he will work with - scheduled calls (1), arbitrary contact (2), lead (3).
    The list of today's not completed calls is shown first automatically (4)
    Next, the manager sees the text, customer response options (5).
    6 - drop-down menu for quick transition to predefined important nodes.

    In the boxed version of Bitrix24, the creation and management of scripts occurs in the admin interface:



    I can’t say that we are completely satisfied with what we have at the moment - nevertheless, there are inconveniences, unsolved problems with the limitations of the Bitrix API, and many not implemented ideas. There are probably even outright blunders.
    Yes, and yet we did not do the design, in general, because we decided to get feedback as soon as possible, finish all the functionality and then gloss over.

    But - we work with this solution ourselves and frankly enjoy how it solved our problems.
    Several other companies that have purchased the application, of course, are asking for the functions they need and the completion of the already planned ones, but nevertheless they are already grateful for the solution to their problems.

    We are sure that we will be useful to you if you are engaged in sales.
    And in eliminating chaos and in increasing sales, and in improving the training process for beginners.

    Install, register, try .
    And be sure to criticize, offer and ask :) In the comments or by e-mail - we are open to communication.

    Only registered users can participate in the survey. Please come in.

    What kind of CRM do you need integrations with?

    • 38.4% amoCRM 10
    • 11.5% 1C CRM 3
    • 11.5% SugarCRM 3
    • 19.2% Megaplan 5
    • 34.6% Embed Simple CRM in Application 9

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