Live Edit of Scripts in a Call Center campaign

Users often change their scripts based on contact responses. To do this, they must pause the campaign, make changes, and restart it. During these pauses, volunteers are inactive and often leave, reducing the likelihood of their return and disrupting the campaign.

Changing the script, especially if it's a branched one, is time-consuming as users must ensure the logic remains intact. These changes cause the campaign to suffer and waste volunteers' time.

To solve this problem, we have implemented the option to edit the script on the go. Now, you can Edit scripts in a Call Center campaign even if it is in START state without affecting the volunteer's calling sessions. 

To edit a Campaign's script, navigate to Campaigns > Choose the Campaign > Script > Edit Script, as shown in the screenshot below.

Note: If the Campaign is Started and you choose Edit Script, the system will only allow you to edit the campaign's script. You cannot edit any other campaign settings.

Upon choosing the "Edit Script" option, you will be redirected to the scripts' Edit mode. You can make necessary changes to the script and click "Save & Exit" to save and apply the changes to the script in the campaign.

Once done, the changes in the script will be visible to the volunteers making calls in the campaign. 

Things to note:

1. The campaign script can be edited in the START state of the campaign.
2. Upon changing the script in the campaign, the previous results will not be lost and will be available as is when downloading the Campaign Results or viewing the progress from the "Results" section.