Script Services

Overview

Script Services is a professional services team of ObservePoint experts that can be tasked with monitoring, fixing, and creating Web Journeys, in addition to some other tasks.

Due to the dynamic nature of web pages, it is not uncommon for actions in Web Journeys to fail. To alleviate the burden of maintenance, you may request monitoring and fixes to your journey scripts from our Script Services team. All contracts include 1-2 Web Journeys that can be monitored and 5-10 Web Journey fixes (per year). For additional cost, Script Services can be included in your contract and the volume of services can be expanded.

Note: The number of fixes and monitored journeys are displayed in the interface as you use them. To increase the number of monitors and fixes you have, contact your Customer Success rep or Account Executive.

Below is a list of ways to leverage and communicate with our Script Services team. For any request corrections, questions, or follow up, you can email script.services@observepoint.com.

Monitor Journeys

The option for the Script Services team to monitor your journey is available in the Web Journey edit screen.

Once this option is selected, the Script Services team is notified to monitor this Web Journey for any action failures that occur and fixes them within 48 hours

Note: The Script Services team does not attend to rule failures, unless requested by the Customer Success

Please use Action Labels to document each step of your Web Journey, so that the Script Services team can understand the expected result. Otherwise it may slow down their process and require more context and cause delays.

Fix Journeys

If a Web Journey contains an action failure, a Fix Journey button is available. This will submit a one-time request to our Script Services to troubleshoot any action failures that took place. Those fixes will occur within 48 hours.

Note: Submitting a significant number of requests at once may cause delays beyond the 48 period.
If your journey has an action failure this option is available.

After selecting Fix Journey, a modal appears and displays the amount of Web Journey fixes your account has remaining and asks you to confirm your request.

Just like with monitoring Web Journeys, please use Action Labels to document each step of your Web Journey, so that the Script Services team can understand the expected result. Otherwise it may slow down their process and require more context and cause delays.

Other Tasks

Depending on your contract, the Script Services team can be used to perform other tasks including Web Audit and Rule creation. Please reach out to your Customer Success Rep to discuss specifics around what tasks they can perform on your behalf.

Web Journey Creation

Those with Script Services in their contract will have access to request that Script Services create Web Journeys on their behalf.

The following link will direct you to a form in the app where you can submit such requests. 

https://app.observepoint.com/script-services

Users can submit requests by a variety of methods. These methods may include a link to a video recording, link to a cloud document with instructions.

Note: Documentation will NOT be accepted if it provides little to no context, require making many assumptions, or simply don't translate to Web Journey, Web Audit, or Rule requirements.

Other Tasks

Those with Script Services in their contract can work with their Customer Success rep to discuss leveraging the Script Service team to create Web Audits, create rules, and other tasks. 

Note: we will work with you to draft requirements for the Script Services team if this applies.
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