Script Actions – Mainstay

What Are Script Actions?

Scripts allow you to create a templated conversation that can guide contacts through a conversation and receive the best information possible. Script Save Actions are special functionality that you can add to open text, yes/no, and multi-choice prompts to save contact responses directly to the contact profile and start building a progressive profile on your contact population. Script Email Actions let you forward the conversation directly from the script so that you can forward the contact to the appropriate resource.

Video Tutorial for Save Action: https://www.loom.com/share/1b28a1e57bec4c9e87072802a668e1e0

Video Tutorial for Email Action: https://www.loom.com/share/28341eb192d64863a197ea326bb63cec

Why use a Script Action when building a Script?

Script Actions will allow you to take scripts to the next level and be more creative with your scripts.

Allow you to pre-build a conversation that would smartly escalate the conversation to the corresponding audience depending on the contact’s response.
Allows you to capture contact information and build a progressive profile that can be used to provide contact’s more personalized information later on.
You can use the contact capture information from save actions to create segments and send contacts additional resources depending on their profile.
You can capture information directly from your contacts and sync it with your existing integrations.

To learn some helpful tips on using contact attributes with save actions go here: https://support.mainstay.com/hc/en-us/articles/360054654731

How to add an email action to a prompt

Script Actions will allow you to take scripts to the next level and be more creative with your scripts.

Allow you to pre-build a conversation that would smartly escalate the conversation to the corresponding audience depending on the contact’s response.
Allows you to capture contact information and build a progressive profile that can be used to provide contact’s more personalized information later on.

Adding an Email Action

Let's say you have a script where you ask contacts what office they want to connect within your institution and you want to forward the contact's response directly to the office's email so they can respond.

Click the Add button where you want to + add the action
Select the option to Send the response to email.
Select the email that you want to forward the conversation.
** You can test the script using the test button and sending it to your test account **
** Make sure that you add the email action to the right prompt since an email will be sent out for every contact who reaches that prompt. **

Edit an Email Action to use the Best email

Let's say that you have Email Forwarding Suggestion rules set up to determine the contact's counselor using one of their attributes (Ex: ZipCode). You want to send a script to connect students with their counselors and want to use those rules to forward the contact to the appropriate counselor. Then you want to use those rules and have the bot determine the best counselor using the contact's information in this case the Zipcode.

Assuming you have the email forward suggestions set up you will see the option to determine the best email using the contact's attributes.
When adding the email action simply check the option to Determine best email using contact’s attributes and the bot will use those rules to determine the best email to forward the conversation to.

Remove an Email Action from a prompt

If you want to completely remove the email forward from the script prompt then do the following:

Chose the email action that you want to edit.
You can either update the email or click the trash icon to delete it.

Adding a save action

Let's say you want to create an introduction script that asks students for their contact information. You already have a contact field for the first name and email.

Note that all contact attributes live on the contacts page; to learn more about the contact field go here.

Note that with the save actions you can update these contact attribute's values and if you have a pre-build segment you can use that segment to follow up accordingly. To learn more about building Audiences go here.

To Add a save action to the open text prompt you can do the following

Click the + add next to the prompt where you want to add the action
- Note that you can only add a save action to yes/no prompts, open text prompts and multi-choice prompts
Select the option to save the response
Select the field you want to save the response to
- Note that if the field does not exist you can create one from the script editor(with exception of multi-choice and boolean types) or by going into the contact attributes page.
Map the options in the fields to the options on the prompt
Once you add the save action if it's on an open text prompt it will show you how it validates that the contact input is a valid response.
- The bot will re-prompt the user 1 time if they provide an invalid response and then move to the next prompt if the contact does not provide a valid response the second time.