Creating a ThruTalk script


This guide will share the step-by-step script creation process in your ThruTalk account. 


Before building a script in ThruTalk, create a skeleton script, or a bare-bones outline of questions. By creating a basic outline of your script, you will be able to establish the order of the questions and branching logic prior to creating the script. This helps to create a clear and coherent script, and allows you to easily manipulate ideas without needing to make any changes in ThruTalk.


TABLE OF CONTENTS


Step 1 - Create a new script

From the scripts page's top right corner, click on "Create New Script." If your account is synced with VAN, you'll be prompted to choose whether you're using this script for MyCampaign, MyVoters, or neither. When you create a script linked to VAN, we refer to it as a VAN script. You can read more about VAN scripts here.

Screenshot of the drop-down menu for the blue "Create New Script" button. Black text on a white background provides the options: MyCampaign (Sync to VAN), MyVoters (Sync to VAN), A list (no syncing).

Step 2 - Name your script

Click "Rename script" and give it a title, then click "Save." 

Screenshot of a header with the script's name in black text on a beige background. To the right is blue hyperlink, "Rename Script".

Consider creating a naming convention for your organization's scripts to keep track of versions over time and expected audiences.


Step 3 - Default starting question

Below the script name is the "Script Builder." The builder automatically shows your default starting question. Click "Edit" on the starting question to make changes.

"Screenshot of the script builder page. Black text on a white card with a beige background is shown. An 'Edit' button in the top right is highlighted by a green rectangle.

You can change the survey question verbiage or add Script Text using the "+ Add Optional Script Text for Caller to Read" button. 


Note - The default starting question's title, type, and response options are not editable, as they must remain universal for processing purposes. Screenshot of a starting question. Almost all the fields have a light grey background and uneditable except the Survey Question itself: "Hi, is _blank_ available?"

Click "Save" when your default starting question edits are complete.


Step 4 - Add a new question to your script

Click "Add a question" to begin inputting your additional script questions.

Screenshot of blue text - "+ Add a question" link on a beige background, highlighted with a green rectangle.


Step 5 - Create your question

Input data into each of the text fields.

Screenshot of an expanded menu for the Survey Question Type. When an option is hovered over, the line turns pink. When one is selected, there is a check to the left of the line.

  • Add a Title: The title text is used for reporting purposes but does not show for callers. 
  • Add the Question Type:
    • Script Text Block: Input script text for the callers to read, but without a survey question and response input for callers.
    • Instant Follow Up: Input ability for callers to send a scripted text message to the contact they are currently calling. 
      NOTE - Instant Follow Ups should not be used immediately after the default starting question.
    • Checkbox Pick Many: Input a survey question and survey response options where callers can select multiple answers for a single question.
    • Freeform: Input a text field so callers can record responses or notes.
    • Multiple Choice (Pick One): Input a survey question and the survey response options where callers can select only one response.
For data integrity reasons, we recommend not using the freeform response type as the last question in your script.


"+ Add Optional Script Text for Caller to Read" is an optional field available if you have a complex question and you need to provide more detail before asking. You may want to include introductory language or offer notes for callers. Only "Optional Script Text" fields may be edited after a script is used.

Screenshot of the link that opens the optional Script Text section highlighted with a green rectangle. Text entered here will be read by the caller

Click on the text to expand the field to add your text:

Screenshot of the optional Script Text expanded showing a header above an empty text input field.

Add a Survey Question: 

Screenshot of the Survey Question prompt that will be read by the caller highlighted with a green rectangle. Below are 3 empty fields for possible responses to the question.

  • The survey question is the question the caller will ask the contact at this point in the script.
  • Add the survey responses: This data will be marked during the call and listed in reporting.
  • Click "Add another response" to add additional survey response options to a single question.
  • Click "Save" to save the question you just added (After saving, you can click "Delete" if you wish to remove it.)


Step 6 - Continue building your script

Click "Add another question" to add additional questions to your script. Instant Follow Ups can be added at this point in your script!

Screenshot of the blue "+Add another question" link on a beige background.

Keep building your script by repeating Steps 5 and 6... And that's it! You've successfully created your ThruTalk script.

Interested in adding custom data to your script question text that comes from your groups? You can use variables in your script to do just that. Please check out our How to Add Custom Data on the Calling Page and in the Script guide for details.


Do you plan to use PatchThru?

Using PatchThru, your callers can connect your contacts to a PatchThru target. If you're building a script to be used in PatchThru calls, we have these tips:

  • Use script branching to capture the PatchThru survey data.
  • If you are creating a VAN-syncing script, create the survey in VAN first and import it into your script for easy data collection
  • If you intend to add more than one PatchThru target to the campaign, you may want to put a script item reminding the caller how to choose which target to connect the contact to.
  • Use script branching to offer the callers guided conversation on how to reassure the contact about speaking with the third-party target in case it is needed. 
    • Example: The branching could start with a yes/no script question of "Does the contact need reassurance to call the target?"
  • Use instant followup within your phonebank script to send the intended script that the contact can use when speaking with the third-party target.
  • Use a script item (such as a script block) to let the caller know if they should stay for the conversation to gather data or leave the call after the contact and target are connected.


Notes on ThruTalk Scripts 

If a script has not been added to a campaign, its questions can be edited or deleted

Screenshot of the "Edit" and "Delete" buttons at the top of a Survey Question card.

  • If a script has already been added to a campaign, its questions can be viewed but are not editable for data validation purposes.
  • If you need to change the script name, click on "Rename script" to input the new name and, when prompted, click "Save" to update the name:

Screenshot of a scripts name being edited with a blue "Save" button and "Cancel" link to its right.

  • Scripts can be deleted by selecting the "Delete" option from the scripts management page.
    Note - Scripts can only be deleted if they have not been added to a campaign. However, this action is permanent and cannot be undone.

Screenshot of black confirmation box for deleting a script with a blue "Ok" button with black text next to a black "Cancel" button with blue text.

Consider creating a survey question titled "Contact Called" so that you can target those contacts in a future campaign to call them back. To target based on this:
  • Generate an Account Campaign Dials export for the campaign

  • Filter the CSV based on the "Contact Called" survey response

  • Create a "Contact Called" group from the filtered CSV

  • Create a new campaign with the "Contact Called" group as the base segment


Please review our guide, Managing Scripts in ThruTalk, for an overview of managing all scripts within your account.