Call Forms

A call form is the script your agents see during a call: what to say, what to capture, and in what order. Build it once, and every agent runs the same compliant conversation, with the member's details woven into the wording and everything they type saving straight to the customer record.

You manage call forms from Configure in the sidebar, under the Call Forms tab.

Create a Form

Select New Call Form and start from a blank form. Your first form is automatically marked as the org default; any form can later be promoted with Set as default from its row menu.

The Editor

The editor is a document: type your script, then press / for blocks and {{ for personalization variables. Changes save automatically (the cloud icon confirms it), and the outline popover jumps between sections.

Blocks you can insert:

• Script Block: text the agent reads aloud. Drop in variables like the member's first name or your organization name and they render filled-in for the agent.
• Audio Clip: a spoken disclosure played to the customer in a voice you pick (with preview), so compliance language is delivered word-perfect every time.
• Form fields: any customer field, plus your custom fields, inserted where the conversation naturally captures them. Drag fields side by side into rows. Required fields block the agent from advancing without them.
• Smart form elements: Address (lookup with autocomplete), Prescriptions (medication, dosage, and frequency), Provider (NPI lookup), Dependents, and Policies (create and manage one or more policies in place). Policy details are captured through the Policies block, and the editor warns if policy fields are used without a Policy Type.
• Structure: headings, lists, quotes, and dividers.

The right-hand Fields panel shows every available field, marks the ones already placed, and inserts at your cursor. Its Settings tab has one important switch: AI auto-fill fields, which lets the AI populate fields from the live call transcript (it never overwrites values that already exist or that the agent typed).

Sections and Branching

Forms are built from sections, and agents see one section at a time with Previous/Next. Add a condition to any section to branch the conversation: when rules about earlier answers match (equals, contains, is filled, is empty, all required filled, combined with And/Or), then show the next section or jump to a specific one, with an optional else path. That is how one form can handle both the interested caller and the quick decline.

The Inbound Version

A form can carry a separate inbound version: click Add inbound version to start it as a copy of your outbound script, then tailor it. Inbound calls render the inbound version automatically; outbound calls keep the original. Remove it and inbound calls fall back to the outbound script.

Which Form an Agent Sees

When a call connects, careCycle resolves the form in this order:

1. The transfer destination's assigned form, for softphone destinations whose screen behavior is set to Call Form. This is how a complaint line and a sales line show different scripts.
2. The campaign's assigned form (set on the campaign's Call Form tab; used when the customer is a Lead).
3. Your default form.
4. No form: the agent sees the customer details page instead.

Inbound or outbound direction then picks the matching version of whichever form won.