Follow these steps to customize the script presented for new Lead creation and all information displayed on the Lead Interaction Card. Your script ensures a consistent sales process and ensures that employees cover all key points. The location details section makes it simple for users to easily access key information specific to each location.
Access
(A) Settings icon - Click to access all available administrative settings.
(B) Script Card Designer - Click to view a list of active and archived script cards. You can use the Script Card Designer to edit existing cards or create brand new ones. We're just focusing on editing existing cards in this support document.
Search
The Script Card Designer opens to all your active scripts. Scroll through the list and select the one you want to edit. You might want to enter the script card name in the (C) Search Field to save time if the list is long.
(D) Archived - This is where you can see the list of archived scripts. You want to reactivate a script before making any edits. When you archive a script card, it becomes unavailable for use by locations. The system prevents you from archiving a default script card.
Editing the Script Card
(E) Edit - Clicking this will allow you to edit a particular card.
(F) Script Card Name - Create or edit the card's title here. The title you enter will appear in the list of script cards and is how you identify it when adding it to a location.
Editing a Script Item
The tools explained here allow you to modify, edit, or delete specific items. They can be accessed by hovering over a particular item.
(A) Move - Click and drag the arrow to adjust the order of the items appearing in the script.
(B) Delete - Click to remove the item from the script. Note: Customer name, phone number, and move-in date cannot be deleted.
(C) Edit - Click to open the item and edit it.
(D) Add item dropdown - Clicking the dropdown provides a list of available items that can be included in the script. Select the item you think best collects the information you need from the available options. Each item can be given a specific color, and with the exception of HTML, they can all be marked as required. Required items need to be completed before the Lead card can be saved.
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Use the (E) paint icon to color an item or group of items to help your employees better segment different areas of the script.
(F) Variables can be used as placeholders for information that changes throughout the system. For example, you might want to add the Location Name variable to a default script. Since default scripts can be used across multiple locations, this variable will appear as your location's name in the script, helping to provide a more personalized Lead experience.
Text appears in all the items explained below. Whatever you enter in the (G) Script Text window appears as text in the script card.
Checkbox
(H) Checkbox - This checkbox works slightly differently. If you want the checkbox selected in the script before you do anything, check it off here. When this is the case, checking it will remove the blue fill from inside the box. Leave it unselected if you want users to check it off as tasks get completed.
You can use the checkbox for different purposes. One way it can be used is as a to-do list. Once you've finished reading that part of the script, check it off as done.
You can also think of it as a checklist. For example, users can read through a list of items people typically use to move in, such as tape, boxes, locks, or a truck, and then check off which item or items the Lead says they might need. That way, when it comes time to actually move in, users can refer to that list and sell those supplies.
Date
The date tool allows users to ask the Lead a question where the answer is a (I) date. Date Needed can never be removed from the script, since that date determines which follow-up communication is presented to the Lead and at what intervals. You may want to include other Date items in the script so you can ask the Lead such things as, "What is a good day to come in and tour the facility?" and record their answer.
Dropdown
The dropdown presents a cleaner experience than the radio button when you have a large number of possible answers. All the possibilities are hidden within the dropdown and only appear when clicked.
(J) Dropdown Options - Enter the options that will appear when you click the dropdown. Click the (K) + sign to save what you added in the dropdown. This will also open a new window, allowing you to include an additional option.
HTML
The HTML tool provides the ability to create a passage you want to read to Leads. It offers many editing options to customize the passage's look and feel.
(L) Source - Click to enable the (M) HTML tags dropdown and access the full list of supported code. This can be used to produce a highly customized look and feel. Note: Only the listed HTML code options will work properly.
Radio Button
This is a useful tool for asking a question with only 2 choices. For example, you might want to ask whether the Lead has used self-storage before and provide only Yes and No as choices.
(N) Button Options - Enter the options that will appear on the script card underneath the question. Click the (O) + sign to save what you added. This will also open a new window, allowing you to include an additional option.
Text Box
The text box allows answers to be documented from open-ended questions. For example, you may want to ask the Lead what they are looking to store. The answer can be written in a text box underneath the question.
For Edge users with Canadian facilities, you can add a Province field for the lead interaction card to save or move leads. Name the field Province in the Script Text box.
Pick the {System.LeadState} variable in the pulldown menu. This will create a Province field for Canadian addresses when saving or moving in leads. This Canadian address data is saved within Storable CRM and shared with Edge FMS.
System Field
System Field allows you to collect specific Lead information in one place and share that information with other areas of the system. For example, if this tool is designed to collect a Lead's email, that email will then appear anywhere else in the system where Lead emails are stored.
(P) Variables dropdown - These variables work differently from the variables explained above. Simply craft your question and insert the appropriate variable within the question. This can save a lot of time and ensure that the information is always correct. Note: Only Lead-related variables will work in the script.
Editing the Location Details Area
The same items that can be added to the script can be added here, and it's done the same way. You may want to use the Check Box item to ensure your users mention facility amenities such as security cameras or 24-hour access. You can also include a map of your facility to help users explain to the Lead where different units are located on the property with the HTML item.
(A) Add/Edit Tabs - Click, and once you've given the new tab a name, the (B) + sign will become enabled. Click it to add the new tab to the Location Details area and then (C) Done to close the window.
Enabling/Hiding tabs - Click the (D) checkbox to highlight it, and its tab will appear on the script card for users. Unselected checkboxes will appear empty. These tabs will still be editable but hidden from view on the script card.
Deleting tabs - Click the (E) trash icon to completely remove a tab. When deleted, it will not appear when editing this section of the script card.
(F) Add item dropdown - Click and select from the list of available items.
Edit the Greeting tab
Users work in the Greeting tab when someone calls or texts from an unrecognized number. After completing an informal "Get to know you" conversation, they can determine if the caller is a Lead, Customer or someone calling for something unrelated to storage.
(A) Greeting - Click to access the Greeting tab.
(B) Edit icon - Since the Greeting tab is a place for initializing a conversation and categorizing an unknown caller, the user isn't entering any information in the Greeting Script. While hovering over the Greeting Script, click to edit how the Lead is greeted.
(C) Variables dropdown - Click for a list of available variables.
(D) Source - Click to access the script's source code and access more advanced formatting abilities. When you've finished, click (E) Done.
(F) HTML tags dropdown - Note: This is only available when (D) Source is selected. Click to access the full list of supported HTML code. Only the HTML code listed here will work properly.
Complete your Edits
(A) Save - This is available in the top, right corner of both the Greeting and Lead cards. Click to save any edits made and return to the Script Card Designer.
Discard Edits
(B) Cancel - Click to cancel the process and not save any of your edits.
(C) Discard - Click to confirm you want to cancel the editing process and return to the Script Card Designer.