Use Pre-call Policies to customize the data collected from requestors before a call takes place.
Step 1: Add a field
Go to Configuration>Company>Customize>Custom Forms and Fields>Fields and select Create Field.
In the pop-up, select the type of field to use and add any additional information it needs.
Tip: For more on creating fields, see Creating a custom field and field types explained.
Step 2: Create the pre-call policy
1. From the Fields screen, select Pre-call.
2. Select Create Pre-call Policy.
3. In the pop-up, name the policy and add an optional description, then select Create Form Policy.
The Create Pre-call Policy control
4. In the Pre-call Form Policy viewer, select Add Field To Form. Choose the field you created in Step 1 and set how it should behave using the Required, Include in IVR, Include in Invoice, Include in Print View, and Include in Broadcasting options.
5. Select Add field configuration.
[Reviewer note] Confirm the exact set of field-behavior toggles on the BDS Pre-call Form Policy screen. The legacy article lists Required, Include in IVR, and Include in Invoice; a prior draft also named Include in Print View and Include in Broadcasting, which are unconfirmed.
Step 3: Add an external note (optional)
Use the External Note field to give instructions to the interpreter or requestor filling out the form. The same field can have different external notes for different pre-call policies.
Step 4: Add accounts and requestors
Once your fields are added, assign accounts and individual requestors on the Policy Members tab, which has separate tabs for Accounts and Requestors. Select Add Accounts or Add Requestors to add members, and use this screen to review who’s already assigned.
Next steps / Getting more help
For LSC admins: if a pre-call field isn’t appearing for a requestor, confirm the requestor or their account is a member of the policy and the field is added to the form, then reach out to Boostlingo Support with the policy name. If you’re unsure how to reach Support, contact your Account Manager.