How the online admin leads a conversation by the script

The online admin answers clients in the business's chats by itself. The script tells it what to ask and what to write down.

Which script it reads

The script of the place of the conversation: the branch of the channel the client wrote to, or the business when the channel belongs to the whole business (see Script of a branch). The script is read again at every reply, so a change works from the next reply, in chats that are already going too. The conversation records the version of the steps the online admin saw, and About the conversation shows it.

What it does with the script

1. Asks the steps in order. It asks each question in the client's language and in its own words, and uses a current translation word for word when there is one (see Languages and translations of script texts). It asks the question of a step together with its answer to the client's question, not instead of it: if the client asked for a time or a price, the same message has both of them and the question of the step.
2. Offers options as buttons when the field of the step has options. A step with a number, short text or no field has no buttons, and the client answers in words. The client may answer with a button, with the number of an option or in their own words.
3. Writes the answer into the field of the step. It does this with the tool for conversation fields. A value that a person has set or cleared is left alone (see Value of a field in a conversation).
4. Keeps the rules. A rule that ends with "Then hand the chat to a person and stop answering" makes it hand the conversation to the team with the reason "the script says so", and it stops answering until a person gives the conversation back (see Handoff to people). A rule that offers something that is not in the price list (a consultation, for example) is offered, but the online admin does not book it and does not promise a booking: it tells the client that it passes the request to an administrator, who will answer in this conversation, and hands the conversation to the team with the same reason. It says that the business does not do something only when the Knowledge or the script says so.

It also answers questions about prices, addresses and notes from the business's Knowledge and does not make answers up.

When there is no script

With no steps, the online admin answers without asking anything in a fixed order ("No steps yet: the online admin answers without asking anything in order").

What it does not see

The online admin does not see the note of the client's card and does not read its category, and it does not see the ad the conversation started from. With categories it does one thing: it moves its own client from Not sorted into a category of the business.

When it does not answer

• In a conversation whose mode is paused, off or only drafts, it does not send replies by itself (see Who answers a conversation).
• It does not answer a message that needs no answer, such as a message that has only emoji or a sticker, and it does not answer the history from before the channel was connected.
• It does not answer a client's "stop" (see Ignore, Spam and the client's "stop").

Rights

The online admin is a member of the business with its own rights, which the owner or an administrator gives. Until they are given, it answers no one. Reading the script needs the right to see the online admin.

Tools and refusals

• The online admin gets the script of the place of the conversation by itself, ready, at every reply: with the branch of the channel or without it for a channel of the whole business. It has no tool to read the script; an agent from outside reads it with talemo_get_conversation_script. The online admin asks the steps in order, offers the options as buttons, writes the answer into the field of the step with talemo_set_conversation_fields and keeps the rules.
• The client answers by a button, by the number of a line or in words. talemo_get_conversation shows under the message which options went and which one was picked; a button does not set the value by itself, the online admin reads the answer and writes it.
• A rule that ends with handing the chat to a person makes the online admin call talemo_hand_over_conversation with the reason script_rule, and it stops answering until a person gives the conversation back (see Handoff to people).
• A value a person set or cleared is left alone: the online admin's whole call is refused with conversation.field_by_person (see Value of a field in a conversation).
• The online admin does not see the note of the card and does not read its category, or the ad the conversation began with; with categories it does one thing: it moves its own client from Not sorted into a category of the business. It answers only with the rights a person granted it; talemo_get_agent_grant shows them.