Script of a branch
On this page
The Script tab has a Whose script selector with The whole business and each branch of the business. The conversation script of the business is the one every branch follows until a branch gets its own.
Follow or own
- A branch without a script of its own shows "{Branch} follows the script of the whole business". Changing the script on that tab gives the branch its own script.
- A branch with its own script shows "{Branch} has its own script: the script of the whole business doesn't work here." Its steps and rules are separate from the business's.
- Follow the business script returns the branch to the script of the whole business, from the next reply of the online admin. The branch's own steps and rules go away. The fields and the values already written in them stay.
An own script of a branch is saved the same way as the business's: as a whole, with a version, and a change works from the next reply (see Conversation script).
Which script applies to a conversation
The script is chosen by the channel where the client wrote:
- a channel of a branch uses the script of that branch if it has one, otherwise the script of the business;
- a channel of the whole business uses the script of the business.
The branch of the visit the client talks about does not matter. Only the branch the channel belongs to does (see Channels and connections).
The same rule picks the script for quick questions in Instagram and Messenger.
Fields and languages are shared
All branches write into the same conversation fields, and the languages the business serves are the same for the whole business. The note under the fields says it: "Fields are the same for the whole business: a branch with its own chat steps writes into the same fields."
Who can do it
Changing the script of a branch is a change of the business's setup, the same as changing the business's script. It belongs to a role that covers the whole business. A role that is limited to some branches cannot change scripts, and sees a note that the script is changed by a role for the whole business. Reading a branch's script is open to anyone who sees the online admin and the branch.