3.1. Create Sales Script

At first, create an "empty" script, then put information that will make the operator's work as efficient as possible into the created script.

3.2. Fill in Sales Script

In CallHelper, sales script has a tree form. Each node of the tree contains instruction for an operator in case of the customer's questions or objections.

3.3. Configure Node Properties

Text Formatting

Formatting tools of the node allow highlighting the text and adding images and links to external sources.

Quick Access to Node

A node that contains important information can be added to the "Go to" quick access menu, which is available from any node.

CRM Fields

Attention! To add CRM fields into the script text, you should first configure the list of fields available for adding.

In edit mode, only tags of fields are displayed (for example, #CRM_LEAD_name).

In working mode, operators see details of a CRM object (contact, company, deal, etc.) instead of tags.

Frequent Answers

If the same answer can be used in different cases, there is no need to create copies. You can create just one node with this answer and add it to the required places via "additional transitions".

Color Scheme and Icons

You can select icons and color schemes for nodes and "additional transitions".

3.4. Manage Script Structure

Sometimes it is necessary to modify the created script tree: change logic of the conversation, add good examples of communication, and so on. With CallHelper, it is easy to manage the structure of the created tree: move nodes or the whole branches by dragging them to the required places.

Using different icons and color schemes of nodes and "additional transitions", you will not get confused when changing logic of the most complex conversation.

3.5. View Script in Operator's Interface

The created scripts are available from the Sales scripts section in the left menu and from any CRM object that is opened. After opening the required script, an operator follows instruction on the screen. Upon receiving the answer, question or objection of the customer, the operator selects the appropriate node with further instruction.

4.1. Process Outgoing Call

When you work with an outgoing call in Bitrix24 using the CallHelper application, you get the following features:

• An operator follows the prepared text when talking to a customer.
• CRM data are displayed in the script text.
• During a call, the operator modifies data of a contact, a company, a deal, or a lead directly in the script interface. Changes are saved in Bitrix24 CRM immediately.
• At the end of the call, the operator describes call results and adds the call status (for example, "redial").
• When working with call lists, CallHelper automatically uploads data of the next selected contact after the current conversation is over.
• The manager plans further work with the contact according to its status and call results.
• The manager studies call statistics and exports it to Excel for further analysis.

4.2. Process Incoming Call

When processing incoming and outgoing calls in Bitrix24, the CallHelper application works similarly. During an outgoing call, CallHelper uploads data of a CRM object from which the call was initiated; during an incoming call, CallHelper uploads data of a CRM object which was determined by Bitrix24 by the phone number.

If an incoming call is registered from an unknown phone number, an operator can create a lead during the call directly in a script interface.

We recommend that you set up automatic lead creation in Bitrix24 in case of an unknown incoming number. On such occasion, when receiving an incoming call, a new lead will be automatically created and uploaded. For more information on automatic lead creation, see this article.

4.3. Modify CRM Data During Call

In the script interface, it is easy to quickly modify data of a contact, a company, a deal, and a lead. Changes are saved in Bitrix24 CRM immediately.

An operator can modify either a single field of a CRM object (for example, contact name) by clicking it in the script text or all fields of a CRM object by opening its card directly from the script.

4.4. Navigate the Script

During the conversation, an operator opens nodes with further instruction one after another. To do this, the operator can:

• select the required response of the customer;
• open the node with important information in the quick access menu;
• return to the previous/first node of the script.

4.5. Complete the Conversation

After the conversation is over, the operator specifies the following information directly in the script:

• Call status (for example, "call answered")
• Comment

The manager uses these data to plan further work with the customer.

6.1. Call Statistics – Table

The table with call statistics displays:

• Call start date and time
• Call duration
• Script that was used
• Operator's name
• Link to the deal, contact, and company
• Result of the conversation
• Number of transitions within the script tree
• Operator's comment
• Link to view the conversation steps in the script tree

In this table, you can sort columns, add filters, and export results for further analysis.

6.2. Call Statistics – Scheme

The call statistics scheme displays the number of operator's transitions within the script tree and the results of conversation in each node.