Creating and Managing Contexts, Questions, and Scripts in Gryphon ONE Admin

Last Updated: June 30th, 2025

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Overview

The Gryphon ONE Admin portal allows users with Admin access to create and manage customized scripts, contexts (campaigns), and questions that are displayed during calls. These features are designed to guide agents during conversations by providing relevant prompts and resources based on the call type and identified keywords. Admins can configure these tools for specific offices, campaigns, or the entire organization.

Accessing Gryphon ONE Admin

1. Go to the Gryphon ONE Admin portal.
2. Log in using your assigned credentials.
3. In the left-hand panel, use the drop-down menu to select either:
   1. All Offices (default), or
   2. A specific office (e.g., Boston Client Services).

Managing Contexts

Contexts define the type of call a sales rep will make and help organize related questions and scripts.

1. Select Context from the left-hand navigation menu.

2. The list of contexts will appear in the next column. You can:
   1. Use the Search bar to locate a context, or
   2. Scroll to find the desired context.

3. To create a new context:
   1. Click New Context.
   2. Enter a name (up to 45 characters).
   3. Click Save.
4. To edit an existing context:
   1. Click the context name.
   2. Update the name as needed.
   3. Click Save to apply changes.

Adding and Managing Questions in Contexts

Questions guide sales reps by prompting them to ask important qualifying questions during calls.

1. Select Questions from the left-hand menu to display a list of contexts.

2. Click the drop-down arrow next to a context to view its existing questions.

3. You can:
   1. Use the Search bar to find a specific question by keyword.
   2. Reorder questions using the arrow icons.
   3. Click Save to apply changes.

4. To delete a question:
   1. Select the question.
   2. Click Delete.

5. To add a new question:
   1. Click New Question.
   2. Use the Context drop-down to select one or multiple contexts.
   3. Type your question in the text box.
   4. Click Save to add the question.
   5. A success message will confirm when the question has been saved.

Creating and Managing Scripts

Scripts help guide agents through conversations by providing structured segments, sections, and bullet points.

1. Select Scripts from the left-hand menu.
2. Filter the view by checking Active or Inactive as needed.

3. To create a new script:
   1. Click New Script.
   2. Choose the applicable Context and Office(s).
   3. Optionally, check Active to enable the script immediately.
   4. Enter a Title.

4. Build the script by adding:
   1. Segments: Major conversation parts (e.g., Introduction, Pricing).
   2. Sections: Sub-topics within each segment.
   3. Bullets: Detailed talking points or resource links.

5. Use these options to structure the script:
   1. New Segment – Creates a new conversation topic.
   2. New Section – Adds a sub-level to the segment.
   3. New Bullet – Adds a specific detail to the section.

6. To edit an existing script:
   1. Select the script from the Scripts panel.
   2. Make the necessary changes.
   3. Click Save to apply updates.

6. A success message will confirm when the script is saved.

Tip: Preview Cards and Scripts

You can preview any Gryphon ONE card or script while creating or reviewing it by clicking the eye icon. This icon is located in the Context, Scripts, or Cards sections, enabling you to easily check the formatting and content without needing to navigate away from the page.

Important Notes

• The Admin portal follows a left-to-right workflow. As you progress, new panels will appear to the right of the previous one.
• When adding questions or scripts, ensure names and titles are clear and unique for easy identification.
• Contexts, questions, and scripts can be customized by office, campaign, or applied globally as needed.

Support Resources

For assistance with the Gryphon ONE Admin, contact Gryphon Support at [e-mail]