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:

1. 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. 

   

2. Click and drag the Label parameter from the Component palette.

3. 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: 

   

   
   

4. Click Save when done.