# Script Levels

Keyfax provides an intelligent Scripting System, enabling staff to handle call enquiries and service requests consistently according to the individual and context.

To access the Scripts, select any of the three options in the Scripts group on the Main menu.

<div align="center"><figure><img src="/files/fyZIORw3EmO2a0pKYomF" alt=""><figcaption><p>Script groups</p></figcaption></figure></div>

in brief, the three buttons offer the following:

**MASTER** - the ability to maintain scripts at a master level which provides the benefit of reusability across different script sets

**SYSTEM** - a set of reserved and custom scripts

**SET -** script sets split out by business function, e.g. day to day or out of hours, leasehold etc

The structure of scripts are common across all three types as they are divided into the following:

* **CATEGORY** - the grouping in which the Script Topics are held for ease of identification
* **TOPIC** – the subject that the enquiry or service request relates to (for example - noisy neighbours, shared ownership, broken window, blocked waste)

Each Script comprises of:

* **SCRIPT STEPS** – the questions or prompts that identify the nature of the enquiry or problem
* **ACTIONS** - provide messages, collate and manipulate responses, generate tasks and service orders

Script Steps are linked to create a logical flow. When designing a Script, it is recommended that the script logic is defined first.&#x20;

Scripts are defined within Script Sets. Each Script Set comprises of a collection of individual Scripts which are in turn grouped into Categories and Topics:

<div align="center"><figure><img src="/files/ZcEZmLi0rv1Vs0ojdIvY" alt=""><figcaption><p>Script Set hierarchy</p></figcaption></figure></div>

Each Script Set would be designed to reflect a particular service or client group. You can therefore create multiple Scripts Sets.

To assist with managing multiple Scripts, you can create:

**SYSTEM SCRIPTS** – containing individual Scripts that can be either run at defined points, for example at the start of each Script; or that can be used to link repetitive Scripts to individual Scripts without having to re-create the Script each time, for example ‘How did it happen?’.

**MASTER SCRIPTS** – all Categories and Topics are created at Master Level. These individual Script Categories and Topics can then be inherited for use by each Script Set.

**SCRIPT SETS** – containing the Scripts that will be used by the Operators, designed to reflect a particular service or client group. These can have links to both System Scripts and Master Scripts.

{% hint style="info" %}
**NOTE** All Master Script Categories and Topics and their associated properties are created and held at the Master level. Any Categories used at Script Set levels are ‘inherited’ from the Master Categories so must already be set up at Master level.
{% endhint %}


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