This section will show you the available options in the ‘Edit Script’ section of the portal.
This where you manage all aspects of your script from the title, the subject, the topics you want to cover and the bot you want to use. Below we will run through each area of the page in more detail.
This allows you to save the latest changes to the script.
This allows you to copy the existing script to generate a new version. You can give this a different name, select a new bot and change the conversation. The old script will remain the same.
This allows you to preview the conversation without having to publish it or collect live responses. You can preview in different device views and also share the preview URL for others to test.
This will publish the script in its current state. If you come back and make amendments to your script you will need to publish it again in order to generate the new version of that chat.
The name is for your reference only and will be the name shown on the manage scripts page and in reporting. The title will show at the top of that chat view and will be used within your e-mail template. The text field will be displayed in the left hand section of the chat view before the list of things that will be covered.
Here you can also control whether the script is active, if you want to allow anonymous responses and if you want to enable social sharing and complaint capturing for NPS templates.
Here you can jump to edit the bot currently assigned to your script or click change bot to assign another bot to this conversation.
The subject text will be used to inform your customers of the subject of the conversation. Subjects are typically going to be nouns such as a product, a case resolution, a service, a hotel visit, a trade show. The subject will be used in reporting and also within the bot itself (“today we would like to talk to you about your ‘hotel visit’. The description field can also be populated, this will not be shown to the respondent but can be used for your own reference.
Dialogue are sections of your survey where questions are grouped together. You can add questions within dialogues and add as many additional dialogues as you like. Below we explain the default dialogues you will usually find in your script.
The name section allows you to change how this section is displayed within the chat view. You can then select one of the existing questions and amend the text being careful not to remove any context tags or removing any instructions the respondent will need to proceed.
Net Promoter Score
If you have used a template dialogue such as NPS then you can edit this dialogue. The name section allows you to change how this section is displayed within the chat view. You can then select one of the existing questions and amend the text being careful not to remove any context tags or removing any instructions the respondent will need to proceed. You can also remove this dialogue from your script.
This is the end of the survey. The name section allows you to change how this section is displayed within the chat view. You can then select one of the existing questions and amend the text being careful not to remove any context tags or removing any instructions the respondent will need to proceed.
This will bring up a list of dialogue templates that can be added. Only one CX measurement template can be added per survey. You can choose an empty dialogue to just add your own set of questions. When a dialogue is added you can simply click into a question to edit it or click the plus icon to choose from the list of available question types to add.
Clicking + AI Topic will add a new topic to the survey. These are essentially touch points you might want to add that you can either generate questions on or use for Intelligent Prompting. Please view our Intelligent Prompting help for more detail on this.
Click the ‘Add new topic’ link at any point to add a new topic within the dialogues section.
Any meeting or conversation can have a list of topics that need to covered. These can be thought of as agenda items or discussion points and should relate to the subject. Topics are general areas to be measured and could relate to a specific department. Reporting will be calculated per topic. If your subject was a hotel visit then topics might include location, room and service. The overall question(s) asked regarding the topic are set in the ‘Topic Generation Template’.
Each topic can then contain a number of ‘Aspects’. The questions can ask respondents to rate individual features of the topic and typically they will be asked to rate the aspect. Using the above example of the hotel with the topic ‘Room’, aspects could include Bed comfort, cleanliness and facilities. When a topic is selected you can click ‘Add new aspect’ to add additional aspects to your topic. You can then enter the name for the topic in the text field and a description. The questions asked regarding the aspects are set in the ‘Aspect Generation Template’.
You can change the order of topics and facets by using the up and down arrows or remove them by clicking the ‘X’.
Reference dialogues are pre-set responses that are built in to the conversation. Depending on a user response there can occasionally be multiple bot responses available and here you can amend the wording to your liking.
If a respondent tries to re-take a conversation that has already been completed this is the message that will be shown.
These are the messages that will appear once the respondent has completed the conversation.
These are the responses shown when a respondent requests to quit the conversation.
These are the responses shown if a respondent requests help. We recommend leaving the pre-set responses.
The questions here are displayed when the respondents reach the social sharing section of the conversation if they have given positive ratings.
If a customer leaves negative responses then these are the responses that will be shown to help the customer raise a complaint. Here we can collect contact information so you can follow up directly with the customer.
Here you will manage the various ways you can start to collect responses from your survey.
On the invitations page you can select to upload a spreadsheet containing your customer invitations. Please download the template first and follow the instructions within the spreadsheet to ensure your file is in the correct format. Your data needs to be in a .csv or .xlsx format and can be no more than 100kb.
The invitations view will show all uploaded invitations and their current state.
This is the unique code generated for the customer that becomes part of the url they will be sent in the invitation.
The unique URL that is generated for each respondent. You can take this to send them the link directly if required.
Customer Respondent Key
The unique key that you assigned to each customer in your invitation upload.
The e-mail address associated with the customer and the address the invitation was sent to if requested.
The date and time the invitation was originally issued (in UTC)
The current status of the upload. ‘Pending’ means we are still currently processing your upload.
The current state of your e-mail invitation. ‘Pending’ means we are still in the process of sending out your invitations. ‘Sending’ means we are currently in the process of sending the e-mail. ‘Succeeded’ means your e-mail has been sent. ‘Failed’ means something has gone wrong – please correct your data and upload the file again.
After you have uploaded your data you will see a progress bar that will let you know when the file has finished uploading. At the bottom of the screen you will also be shown a summary of the action taken and a line by line breakdown of the individual actions. You can click ‘Return to invitations’ to go back to the previous view.
Wizu can be hosted on your website via an iFrame. Simply copy the HTML snippet and add to the relevant location on your website.
Pop Up (Coming Soon)
Here you can control the settings for your website pop up and copy the code needed to embed the pop up onto your site.
This is where you will find the options available for the post survey experience.
View a general overview of the survey performance including number of responses, completion rate and overall metrics.
Workflow is where you will set all your automated actions. If you are integrated with Salesforce you can choose your integration and set up your Salesforce workflows. If you are not utilising Salesforce you can set up a number of different workflows based on response criteria such as if an NPS rating was lower than a certain level or if the respondent gave a specific answer to the question. You can then add an email action and create an email template that could be sent to the respondent, to a member of staff or anywhere you choose.
This allows you to export the completed data for the selected script. You can apply a filter based on the date the conversation was completed or simply export all data to excel.
The assistance area has some how-to videos to help you get started with Wizu along with some conversation ideas that can help provide you some conversation ideas.
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