Setting up campaign scripts

BDC Managers can create and modify the scripts for phone, email and text campaigns in order to assist the BDC Agents with their customer communications.

  • To assign, review or create the script for a specific campaign other than a multi-communication campaign, use the Scripts sub-tab under the Campaigns tab. Refer to Scripts/Text/Email tab in Campaign configuration for more information.
  • For multi-communication campaigns, use the Rules sub-tab under Campaigns. For each step, select an available script with the configuration options. Scripts cannot be created here.
  • To review, add, copy or modify any campaign script, use the main Scripts page as described next.

Note: Scripts associated with Preset campaigns cannot be copied or modified.

 

To review a campaign script from the Scripts page:

  1. Select the Campaign Type and Script Type (i.e. Phone. Email or Text). The list of existing scripts appears on the left.
  2. Select a script. The associated name and text appear on the right. There can be English, French and Spanish versions of the script.

 

To create a new script from the Scripts page, start by selecting the Campaign Type and Script Type.

To continue:

  1. Click "New Script" . Note that the default script content for the campaign type appears as a base, if available.
  2. Start by entering a unique Script Name.
  3. Enter or update the script content.
  4. Add script variables, such as the customer's name, by placing your cursor at the insertion point then selecting "Insert a script variable" as described in Using script variables.
  5. Click "Cancel" to cancel your changes, if needed.
  6. Click "Create" to save the script. The new script name is added to the list on the left.

Refer to Setting up alternate language scripts if appropriate.

 

To create a new script by copying another using the Scripts page, start by selecting the Campaign Type and Script Type.

To continue:

  1. Select a script. The associated name and text appear on the right.
  2. Click "Copy".

Modify the script name and content as needed then click "Save" at the bottom of the page. The new script is added to the bottom of the list of scripts with '(Copy)' appended to the script name:

Note: If multi-dealer support is enabled at your BDC, scripts can be copied from one dealer to any other dealers that the user is authorized to work with. Refer to Multi-dealer support for more information.

 

Note: You cannot modify the default script associated with a default campaign.

To modify an existing non-default script, use similar steps as for adding a script:

  • Select the Campaign Type, Script Type (i.e. Phone, Email or Text) and script name from the left. The current English version of the script appears on the right.
  • Update the script name, if desired. It must be unique.
  • Update the script text, using variables if desired. Refer to Setting up alternate language scripts if appropriate.
  • Click "Cancel" to cancel any updates you have made. You will be prompted to confirm.
  • Click "Save" to save the changes.

 

Scripts can be customized using database variables, also referred to as 'Script variables' (e.g. Dealership Name). These are replaced with actual values when the BDC Agent opens a task or when the script is used in an email or text campaign.

Variables appear in a list directly on the page so that they can be easily inserted into the script text at the current position of your cursor.

Note: For a full list of script variables, see Script variables.

 

A single campaign can have English, French and Spanish versions of its script, although the English version is mandatory.

To work with each version, use the language sub-tabs:

 

Email/Text campaigns:

  • If a script is available in the customer's preferred contact language, as specified in their customer details, it is automatically used in the campaign communication. If the appropriate script is not available, the English script is sent by default.
  • The email subject can be tailored to the language when configuring the script for the specific campaign.

Phone campaigns:

  • On the Task Details page, the appropriate script for the user's language, as selected at login, is shown. The English script appears by default.

Note: The Script Name is kept the same on all versions so updating it on one language tab will update it on the others as well as in the list of scripts on the left.

 

When creating or modifying an email script, additional tools are available for formatting the text, as shown above.

 

If preferred, click to use the built-in HTML editor. The text appears in HTML format:

The HTML editor can be used to edit or import HTML in order to generate a fully-customized email with graphics.

  • The character limit is 50,000 characters.
  • When HTML created externally is cut-and-paste into this editor, any extraneous characters are deleted to ensure a consistent rendering across all devices.

 

The email script can be previewed and tested. This option is only available when editing or creating a script from the Campaigns page.

  1. If SendGrid® templates have been set up for your dealership, these can be selected to customize the look and feel of your email campaign.
  2. Select the script language you want to preview if more than one is configured.
  3. Click "Preview and Test" to open a pop-up window with a preview of the email. Sample data will be used in the place of variables:

To send a test email from the preview, enter the 'Subject' and one or more 'Recipient' email addresses then click "Send Test Email".

 

Note: For digital marketing services, such as creating custom emails for your dealership, please contact Dealer-FX Total Service Marketing.