When the agent selects this option from the drop-down list we created in Adding a List Parameter, the script will present the agent with a list of questions that the caller might ask, and the answers that should be given to those questions. For this, will use a label parameter.
To add a label parameter with a list of questions and answers:
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From the script outline area, choose billing-questions to display the workspace for this script step.
Recall that a dashed red outline indicates that the step has been chosen. -
Click and drag the Label parameter from the Component palette.
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In the Label properties editor, do the following:
Enter a Caption as illustrated in the image below.
The label parameter should appear as follows in the workspace area:
- Click Save when done.