All fields in CX Create scripts have the option of being shown to agents at all times, or only being visible if certain conditions are met.

This setting differs from dynamic text in that it applies to the entire field, not just selected prompt text.

1. Sample Use Case
2. Setting the Conditions

1. Sample Use Case

There are various reasons that fields may be hidden/made visible. One common instance (used for this article) would be used on a payment slide. For example: if the script supports payments via credit card or check, those fields should have visibility conditions assigned to them so that only the selected input field is shown. Without this, both the credit card and check fields would be visible to the agent and it would be up to them to know which to prompt the caller for and which to skip. Visibility options tailor the script flow to the caller and help to prevent agent miscommunication.

When building the script, both payment option fields reside on the same slide:

After configuring visibility, only the applicable field will be displayed to the agent.

Fields on this slide include:

• Payment Radios with 2 options: Credit Card, Check
• Credit/Debit Card 
• Check

2. Setting the Conditions

As mentioned above, when fields should be shown only under certain circumstances, those fields must have visibility conditions configured.

• In the right-hand preview pane, click to highlight the Credit/Debit card field
• In the left-hand Field settings pane, scroll down to Conditions and click Visibility
  
  
  
  • On the pop-up, click the first dropdown
    
    
    • Always [default]: field is always visible to the agent
    • Never: field is never visible to the agent*
    • All of the following: field is only visible to the agent if all set conditions are satisfied
    • Any of the following: field is visible to the agent if at least one of the set conditions is satisfied
      

       *Why is there an option to set a field's visibility to Never?

      • Hiding a field is a less permanent option in case it is ever needed again.
      • On the Additional Info slide with TPOs, since mirroring isn't populating the info, the fields being pulled into the script can use visibility to stay hidden.
      • Developers may need to add a field into a script for use with an integration and hiding allows it to reside on the same slide as the process button.
        
  • Select All of the following
    
    • If/ Payment Radios/ is/ Credit Card
      
    • Click Update to save and close the condition
      
      
  • Repeat the above steps for the Check field
    • All of the following
      • If/ Payment Radios/ is/ Check
      • Click Update to save and close the condition

In the preview pane, any fields that have visibility conditions set will display with an eye icon in the top right:

Now, during the call if the agent selects the Payment Radios option for Credit Card, only the Credit Card input field will be shown, and if the agent selects Check, only the Check field will be shown.

• At runtime, before anything is selected in the payment radios- neither option is shown:
  
  
  
• If Credit Card is selected:
  
  
  
  
• If Check is selected: