Scripts for Agents

Our solution provides the ability to include detailed scripts for agents to read to consumers ensuring they are following company protocols. The script instructions are configured in the Settings of the Administration site. 

Follow the below instructions to configure agent scripts for your organization. 

Note: You must have Payment Admin permissions in order to complete the following changes to the text of the recurring payment agent instructions and messages.

Credit Card Payment Instructions

To create a script for agents to follow when manually taking recurring payments through the Administration site, follow these steps:

1. Go to the Settings tab on the top menu.
2. Click the Payment Settings link on the left side menu.
3. Scroll down to the Scripts for Agent Screens for Taking Credit Cards.
4. Click into the text on the right-hand side of the table. This will bring you into the html of the onscreen text for you to create and/or edit the message that the agents will see when taking manual recurring payments.
5. Click Save or Save And Close when complete.

When an agent is taking a payment over the phone they can then read from the script provided, as shown in the sample below.

For declined card scenarios, consider including instructions on how to address this with the consumer. See example below.

Credit Card Confirmation Message

Upon completion of processing the consumers recurring payment, the agent will receive an online confirmation message with can also be configured based on your business requirements. To create, change, or edit the Credit Card Confirmation Message, follow these steps:

Note: You must have Payment Admin permissions in order to complete the following steps.

1. Click on the Payment Settings link on the left-side menu.
2. Scroll down to the Credit Cards Confirmation Message.
3. Click into the text on the right-hand side of the table next to the Credit Card Confirmation Message. Once in the html screen, create or edit the text displayed. This is the text that will be displayed when a credit card has been processed and confirmed. 
4. Click Save or Save And Close when complete.

Sample Payment Confirmation Message below.

Validate Payment Information

As a final step in the payment process we also include a validation step that requires the agent to check a box to confirm they have the correct consumers credit card details. To alter the text displayed to agents so they may follow your organizations policies and procedures, follow the below instructions to configure the Credit Card Confirmation Check-Box Text. 

Note: You must have Payment Admin permissions in order to complete the following steps.

1. Click the Payment Settings link on the left-side menu of the Settings screen.
2. Scroll down to the Scripts for Agent Screens for Taking Credit Cards.
3. Click into the text on the right-hand side of the table next to the Credit Card Confirmation Check-Box Text.  This will bring you into the html of the onscreen text for you to create and/or edit the text displayed next to the Credit Card Confirmation Check-Box. When taking credit cards internally, this will appear on the check box at the bottom ensuring that the user has confirmed the payment information. 
4. Click Save or Save And Close when complete.

    Sample Credit Card Confirmation Check-Box text below.